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All Journal Building of Informatics, Technology and Science JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Bulletin of Computer Science Research
Ari Muzakir
Universitas Bina Darma, Palembang
Computer Science & IT Decision Sciences, Operations Research & Management

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Evaluation of Service Quality Gaps in Pos Express Services Using the SERVQUAL Method Muhamad Alif Fitrah Adriansyah; Rahayu Amalia; Ari Muzakir
Journal of Information System Research (JOSH) Vol 7 No 3 (2026): April 2026
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i6.9466

Abstract

This study aims to analyze the service quality of Pos Express in South Sumatra by applying the SERVQUAL method to identify gaps between customer expectations and perceptions. A quantitative approach was employed by distributing structured questionnaires to 120 respondents selected through purposive sampling. The measurement instrument was developed based on five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that customer expectations were consistently higher than perceived service performance across all dimensions. The largest negative gap values were found in the responsiveness (-0.73) and reliability (-0.72) dimensions, indicating weaknesses in service response time, complaint handling, delivery punctuality, and information accuracy. Meanwhile, the empathy dimension recorded the smallest gap (-0.29), suggesting relatively positive interpersonal interactions between staff and customers. To support data processing and analysis, a web-based evaluation system was developed to automate SERVQUAL calculations and reporting. The system facilitated efficient data management and improved the accuracy of service quality analysis. Overall, the findings highlight the need for service improvement, particularly in enhancing operational reliability and responsiveness. This study provides empirical evidence to support service quality management and decision-making in regional postal services.
Improving the POSPAY Mobile Interface Using User-Centered Approach with User Experience Questionnaire Evaluation Tasya Arnomel Mareta; Evi Yulianingsih; Ari Muzakir
Journal of Information System Research (JOSH) Vol 7 No 3 (2026): April 2026
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i6.9474

Abstract

Digital public service applications require interfaces that are clear, efficient, and consistent to support fast and accurate transactions. In the PT Pos Indonesia service environment, POSPAY users may experience difficulties in locating core services, understanding menu structures, and completing tasks efficiently due to navigation and interface consistency issues. This study aims to improve the POSPAY mobile interface using a user-centered approach and to evaluate user experience using the User Experience Questionnaire. The study involved 20 participants (staff and customers). Observation and semi-structured interviews were conducted to elicit user needs, which were translated into prioritized requirements and implemented in a high-fidelity clickable prototype developed with Figma. Participants completed standardized task scenarios before completing the questionnaire. The results show positive mean scores in five dimensions, with Perspicuity (1.70) and Efficiency (1.55) as the highest, followed by Attractiveness (1.45), Dependability (1.20), and Stimulation (1.05). Novelty (0.65) remained neutral, indicating that the proposed interface is perceived as functional but not strongly innovative. The main contribution of this study is a context-specific requirement set and traceable mapping between user needs and prototype features for POSPAY in a postal service setting, supported by quantitative user experience evidence to prioritize interface refinement and implementation decisions at PT Pos Indonesia.
Sentimen Analisis Pengguna Jasa Layanan Kereta Api dengan Menggunakan Metode CNN (Convolutional Neural Network) Zidan Alfikri; Ari Muzakir; Susan Dian Purnamasari; Rahayu Amalia
Building of Informatics, Technology and Science (BITS) Vol 7 No 4 (2026): March 2026
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bits.v7i4.9423

Abstract

Train services are a popular mode of transportation in Indonesia, especially in the Greater Jakarta area. However, the quality of train services is often debated among users. This study aims to analyze the sentiment of train service users using the Convolutional Neural Network (CNN) method with a focus on the DAOP 1 Jakarta area. The data used are reviews or comments of train users taken from Indonesian Railways social media. The results of the study show that the CNN method can classify user sentiment analysis with accurate results or high accuracy. This sentiment analysis shows that train users in DAOP 1 Jakarta have positive sentiments towards aspects such as punctuality, service, comfort and safety. The results of this study can help the railway to understand user needs and complaints so that they can improve service quality with a final value of 89.29% accuracy, 88.73% precision, 90.00% recall, and 89.36% F1-score.
A Web-Based Information System for Early Childhood Education Licensing Governance using Extreme Programming Whempy Setya Anggara; Ari Muzakir
Bulletin of Computer Science Research Vol. 6 No. 2 (2026): February 2026
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bulletincsr.v6i2.1011

Abstract

The management of licensing data for Early Childhood Education (ECE) institutions at the Department of Education and Culture of Ogan Ilir Regency previously relied on fragmented spreadsheet-based systems, resulting in data redundancy, limited accessibility, low traceability, and a high risk of information loss. This study aims to develop a centralized web-based licensing information system using the Extreme Programming (XP) methodology to support digital governance and administrative efficiency. The system was developed through four iterative cycles based on user stories and continuous feedback from administrative staff. The application was implemented using the Laravel framework and a MySQL database to ensure system security and data integrity. Functional evaluation was conducted using Black-box Testing and User Acceptance Testing (UAT). The testing results indicate that the system achieved 100 percent functional accuracy and reduced average licensing data processing time from approximately 15 minutes per record to less than 2 minutes. In addition, automated PDF document generation decreased report preparation time from about 20 minutes to less than 10 seconds. User acceptance evaluation showed a satisfaction level of 88%, indicating high usability and operational suitability. These results demonstrate that the application of Extreme Programming, particularly through iterative development and continuous user feedback, contributed significantly to system adaptability and reliability. The developed system enhances administrative efficiency, data consistency, transparency, and regulatory compliance in public sector educational administration.
Co-Authors Amalia , Rahayu Evi Yulianingsih Muhamad Alif Fitrah Adriansyah Susan Dian Purnamasari Tasya Arnomel Mareta Whempy Setya Anggara Zidan Alfikri