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Digital Academic Service Quality and Student Satisfaction: A Critical Literature Review Pratiwi Nur Aisyah; Adris Ade Putra
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.14302

Abstract

Digital academic services support course registration, academic records, information access, and institutional assistance, yet previous studies employ diverse service quality constructs and satisfaction measures. This study critically synthesizes literature on academic information systems, higher education service quality, electronic services, and Customer Satisfaction Index (CSI) applications. Using a critical narrative literature review, publications from 2010 to 2025 were purposively considered and compared through qualitative thematic analysis, with particular emphasis on recent empirical research. The synthesis identifies five interrelated evaluation domains: system accessibility and reliability, academic information quality, institutional responsiveness, perceived privacy and security, and service convenience. It also clarifies the distinct purposes of importance weighted CSI, service gap analysis, importance performance analysis, and structural models. Whereas CSI summarizes attribute level satisfaction, other approaches examine perceived discrepancies, improvement priorities, or relationships among theoretical constructs. The review proposes an integrated framework linking student experiences, academic administrative processes, and measurement decisions. Practical implications include evaluating individual service attributes, examining operational evidence, and prioritizing improvements according to institutional needs. No primary student data were collected, no institutional CSI score was estimated, and no pooled quantitative analysis was performed. The proposed framework requires further instrument development, content assessment, and empirical validation before institutional implementation.
Co-Authors Abdi Juryan Ladianto Abdul Kadir Abdul Kadir Abdullah Rachmad Abriansyah, Abriansyah Adhitya Eka Putra Adiyaksa, Reza Ady Sarwono Sarewo Agustan Agustan Agustan Agustan Agustan Agustan Agustan Agustan, Agustan Ahmad Syarif Sukri Ahmad, Siti Nurjanah Aldinoman, Aldinoman Alhamra, Alhamra Alkadri Alkadri Amsyal Anafi Minmahddun Andhy Ilga Nur Aisyah Apriansyah, Muhammad Risal Arjuna Krisnajaya Armita Amelia Arsyad, , La Ode Muhamad Nurrakhmad Arsyad, La Ode Muh. Nurrakhmad Arsyad, La Ode Muhamad Nurrakhmad Arsyad, Laode Muhamad Nurrakhmad Asman Asman Asri Asri Asri Nova Roma Asrul Asrul Asrullah Tondasi Assiddieq, Moch. Aswandri Aswandri Baso Mursidi Baso Mursidi, Baso Deni Anggraini Dewa Made Ratmawan Edwar Ariano Edwar Ngii Edward Ngii EKO WAHYU PRASETYO Evendi, Rustam Ferdiansyah Ferdiansyah Firman, Andi Fitriah Fitriah Fitriah Masud Fitriah S Fitriah S Fitriah.S Fitriah.S Golok Jaya, La Ode Muhammad Hado, Hado Handa, Muhamad Idham Hardyanty, Vivin Hasddin Hasddin Hasddin, Hasddin Hasmina Tari Mokui Haydir Haydir Hujiyanto, Hujiyanto Iliyas, La Ode Moh Ishak Ishak Israh Israh Jasman Jasman Jasman Jasman Jaya, Laode Muhammad Golok Kaimuddin, Januar Saleh La Karimuna La Ode Aliatin Wuga La Ode Ichwan Sjachrawy La Ode Muh Magribi La Ode Muh Nurrakhmad Arsyad La Ode Muh. Nurrakhmad Arsyad La Ode Muhamad Nurrakhmad Arsyad La Ode Muhamad Nurrakhmad Arsyad La Ode Muhammad Nurrakhmad Arsyad La Welendo Lalang, Lalang Laode, Ringo Taufan Lawalendo Lawalendo Lawelendo, Lawelendo Magribi, La Ode Muh Magribi, La Ode Muh. Masykur Kimsan Maudhy Satyadharma Minson Simatupang Muammar Makmur Muammar Makmur, Muammar Muh. Anando Kolawano Muh. Ardiwansa Muh. Faisal Sahlan Muhamad Faza Almaliki Muhammad Thahir Azikin Muhzamin, Ismail Munansar Munansar Muzammil Makmur MZ, LM Arisman Thamrin Nasrul Nasrul Nasrul Nasrul Nuhun, Ridwan Syah Nurwijayanti Pratiwi Nur Aisyah PS, Marthen Rachman, Fikran Sanji Rahman Suardin Rahmat Inggi Rahmat Inggi Ramsi, Ramsi Rasmida Rasmida Ridwansyah Nuhun Ridwansyah Ridwansyah Romy Suryaningrat Edwin Romy Talanipa Rudi Azis Rudi Balaka Safitri Maladeni, Eva Salam, M. Sambari, Villa Evadelvia Ginal Satyadharma, Maudhy Satyadharma, Maudhy Satya Simatupang, Minson Siti Nurjanah Ahmad Siti Nurjanna Ahmad Sitti Nurjannah Ahmad Sitti Nurjannah Ahmad Sriyani, Rini Statiswaty Sugiarto, Try Surya Baskara Susanti Djalante Syamsiar, Syamsiar Syarifuddin Syarifuddin Tahir Azikin Takdir, Riyan Abdillah Taufik Taufik Taziruddin, Taziruddin Tri Ade Putra Triantini. S. Putri Try Sugiyarto Soeparyanto Tumiwa, Rivaldi Markel Wa Ode Sitti Warsita Mahapati Weko Indira Romanti Aulia Wijaya Saputra, Wijaya Yola Lestari