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All Journal Jurnal Media Infotama International Journal of Artificial Intelligence Research JurTI (JURNAL TEKNOLOGI INFORMASI) Jurnal Sistem Komputer dan Informatika (JSON) GATOTKACA Journal (Teknik Sipil, Informatika, Mesin dan Arsitektur) Indonesian Journal of Engineering Research Jurnal Dehasen Untuk Negeri Jurnal Media Computer Science Jurnal Dehasen Mengabdi Jurnal Komputer, Informasi dan Teknologi
Rizka Tri Alinse
UNIVERSITAS DEHASEN BENGKULU
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mechanical Engineering Public Health Social Sciences Other

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Implementasi Metode Service Quality Untuk Mengukur Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Fakultas Ilmu Komputer Zashosudi Shoranto; Jusuf Wahyudi; Rizka Tri Alinse
Jurnal Media Computer Science Vol 5 No 1 (2026): Januari
Publisher : LPPJPHKI Universitas Dehasen Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/jmcs.v5i1.10151

Abstract

Higher education demands the provision of quality academic services to ensure user satisfaction, specifically student satisfaction. The Faculty of Computer Science (Filkom) at Dehasen University, Bengkulu, does not yet have a measurable system for evaluating its service quality, making it difficult to identify areas for improvement based on student feedback. This study aims to implement the Service Quality (ServQual) method to measure student satisfaction with Filkom's academic services. The ServQual method is used to analyze the gap between student perceptions and expectations across five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy.The results of the ServQual analysis indicate that overall, students are dissatisfied with the services provided. All dimensions and indicators received negative gap scores, with the Responsiveness dimension recording the largest gap. The conclusion of this study is that the ServQual method is effective as an objective service quality measurement tool. The developed application not only provides a comprehensive overview of student satisfaction levels but also serves as an efficient monitoring tool for the faculty to implement continuous improvement.
Co-Authors Agung Laksono Ridwan Ahmad Asyhari Aldo Zantohodi Arius Satoni Kurniawansyah Arliyan Arliyan Asnawati Asnawati Chindy Asher Dewi Murniati Dewi Suranti Dzaki Muhammad Alwan Fahrul Ikram Nizar Felic Valentino Feri Hari Utami Fredricka, Jhoanne Gebi Andre Anto Hari Aspriyono Hendri Alamsyah Herlina Latipa Sari Jusuf Wahyudi Kanedi, Indra Kanedi Khairil Khairil Kharien Eka Putri Lena Elfianty Leni Ekasari Lola Eris Monika M. Afif Alfuadi Maryaningsih Maryaningsih Muhamad Bitang Firdaus Muhammad Anugrah Nadia Elisa Suhardi Rahma Safitrah Riki Irawansyah Rina Julita Riska Riska Sahlino Sahlino Sallaby, Achmad Fikri Sapri Sapri Siswanto Siswanto Toibah Umi Kalsum Tri Ramadani Tria Nova Venny Novita Sari Wahyu Hidayat Yance Pransiska Yupianti, Yupianti Zashosudi Shoranto