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Pengaruh Kualitas Pelayanan SIAKAD terhadap Kepuasan Mahasiswa pada Fakultas Teknik Sipil dan Perencanaan, Institut Teknologi Nasional (ITN) Malang Novianti, Haning Tri; Cikusin, Yaqub; Muchsin, Slamet; Laksmana, Dimas Indra
Ganaya : Jurnal Ilmu Sosial dan Humaniora Vol 9 No 1 (2026)
Publisher : Jayapangus Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37329/ganaya.v9i1.5291

Abstract

The rapid advancement of information technology has encouraged higher education institutions to deliver academic services through effective and responsive digital platforms, particularly Academic Information Systems (SIAKAD). Nevertheless, the presence of such systems does not automatically ensure high levels of student satisfaction, as service quality remains a decisive factor in shaping user experience. This study aims to examine the influence of SIAKAD service quality on student satisfaction at the Faculty of Civil Engineering and Planning, Institut Teknologi Nasional (ITN) Malang. An explanatory quantitative design was employed, involving 71 respondents selected through accidental sampling based on the Slovin formula. Service quality was operationalized using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Student satisfaction was assessed by measuring the alignment between expectations and perceived performance. Data were collected through Likert-scale questionnaires and analyzed using multiple linear regression with IBM SPSS. The findings reveal that, collectively, SIAKAD service quality exerts a significant effect on student satisfaction (F = 83.095; p < 0.001), with a coefficient of determination (R²) of 0.865, indicating a strong explanatory power of the model. Partially, all five dimensions demonstrate positive and significant contributions, with responsiveness emerging as the most influential factor (β = 0.408), followed by empathy (β = 0.336), assurance (β = 0.222), tangibles (β = 0.218), and reliability (β = 0.204). These results underscore that prompt responses, clear academic information, and attentive support play a central role in shaping students’ perceptions of satisfaction. Strengthening service quality and enhancing responsiveness are therefore essential strategies for fostering student satisfaction and reinforcing effective digital governance in higher education institutions.
Co-Authors Abdul Azis Abdul Haris Nur Sugeng Abi Ibnu Majid Achmad Agung Maulana Saiful Rizal Afiffuddin, Afiffuddin Afiffudin Afiffudin Afifuddin Afifuddin Afifuddin Afifuddin Afifuddin Afifuddin Afifuddin, Afifuddin Agus Abidin Agus Zainal Abidin Agus Zainal Abidin Agus Zainal Abidin Ahmad Isnaini Haryanto Aina Khilya Isna Shofia Akhmad Tabrani Akmad Piru Jabadi Anggun Adiningsih Aprillia, Nanda Ari Pradana, Silfa Artanty Utami Atiqoh, Lia Nur Bastomi, Ahmad Cokro Wibowo Sumarsono Damayanti, Dwi Ayu David Eko Prasetyo David J Griffiths Denis Wijayanto Denny Rakhmad Widi Ashari Devi Permana Dhani Wahid Dhea Aprilia Dimas Indra Laksmana Dwi Ari Kurniawati Dwi Ayu Damayanti Dwi Hari Cahyono Dwi Ratna Fatmawati Eka Saputra, Mohammad Ardiansyah Eva Auliya Putri femia yuhandika Fietatul Ihdiyah Gandis Wulan Oktavisatrika Geofany Brillian Fajar Akasha Ginayuh, Gangsar Hamdhani, Rofiqa Marta Haning Tri Novianti, Haning Tri Hayat Hayat Hayat , Hayat Hayat Hayat Hayat Hayat Heny Ayu Agustina Hidayah Kartiko Weny Hikmah Haryanti Iik Sakinah Iis Khoirun Nisa’ Imam Asrori Indana Masda Masruroh Inggit Kentjonowaty Iswara, Yoga Nur Jeni Susyanti KABRAN JADIDAH PICAL Khoiron Khoiron Khoiron Khoiron khoiron khoiron Kiki Anggraini, Kiki Laela Octaviana Yusuf Lailatul Chasanah Langgeng Rahmatullah Putra Lavenia Ied Harany Lina Kusumawati Lisna Wati Mohamad Lutfiyah Lutfiyah Luthfi Mulya Rizqi Maratus Solihah MIFTAKHUL JANNAH Moh Subaidi Moh. Ali Mas’udi Mohammad Afifulloh Mohammad Mas’ud Said Mohammad Muhibbin Mohammad Muhibbin Muchamad Arif Wijayanto Muh Oji Mardiansyah Muhammad Djunaidi Ghony Muhammad Fajriansyah Muhammad Mas&#039;ud Said Muhammad Saidin Mangu Duru Muhammad Syahrul Hidayat Mustasfiri Mustasfiri Mustofa, Mutmainnah Nabila Hanun Zayain Najib Shinwari Nanik Maulidiyah Nikmatul Laily Agustin Niko Yuwandika Ramadhan Nimas Aulia Nandha Pratama Ninda Herista Bella Nizar Subqi Hamza Nur Chamidah Nur Fajar Arief Nur Habiba Febriantika Sari Nur Laili Ismayanti Pardiman Pardiman Prautami Sintaresmi Putra, Achmad Nowenta Putri Awaliyah Raphael Ersa Manusakerti Ratna Puspita, Wyls Retno Wulan Sekarsari Ridlwan, Muhammad Ama Ridlwan, Muhammad Ama Rini Rahayu Kurniati Riska Aisyah Putri Risna Amalia Riswandha Imawan Riza Mustofa Rochmatin, Laily Rofiqotul Ummah Roni Pindahanto Roni Pindahanto Widodo Roni Widodo Roni Widodo Rudianto Rudianto Rudianto Rudianto Rulam Ahmadi Rulam Ahmadi Rulam Ahmadi Samian Selly Nurlita Sari Selvi Marcellia Setiawan, Galih Wahyu Shangriani Yona Subagyo Shinta Dwi Lestari Sintaresmi, Prautami Sri Ambar Budi Suhartatik Suhartatik Sukma Faradiba Sumartono Sumartono Sunardi Sunardi Sunariyanto Sunariyanto Sunariyanto Sunariyanto, Sunariyanto Surya Sari Faradiba Suyeno Suyeno Taufiq Rahman Ilyas Tiffany Heruveradita Tony Hartono Trina Yuni Safitri Utami Sri Maryani Vena Syaharani Widyatmoko, Vicky Rahadyanto Yandri Radhi Anadi Yaqub Cikusin Yunta Fa’aubi Maulidyah Yusni, Berliana Shakinah Zainal Abidin