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All Journal Journal of Business Administration and Management (Patua)
Andrian Sitepu
Universitas Pembangunan Panca Budi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Evaluation of Management Information System Quality on User Satisfaction Using the SERVQUAL Method Andrian Sitepu
Patua : Journal of Business Administration and Management Vol. 3 No. 3 (2025): Journal of Business Administration And Management (Patua)
Publisher : Cattleya Darmaya Fortuna

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54209/patua.v3i3.547

Abstract

This study aims to evaluate the quality of Management Information Systems (MIS) on user satisfaction using the SERVQUAL method. The research approach used is quantitative with a survey method through the distribution of questionnaires to active system users. The research instrument measures two main aspects, namely user expectations and perceptions of the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using the gap analysis method to determine the gap between user expectations and perceptions. The results showed that all dimensions had a negative gap value with an average of -0.45, indicating that the quality of SIM services has not fully met user expectations. The responsiveness and reliability dimensions had the largest gap, indicating the need for improvements in service speed and system reliability. Meanwhile, the assurance dimension had the smallest gap, indicating a relatively good level of user trust in the system. In conclusion, the quality of Management Information Systems still needs improvement, particularly in terms of responsiveness and reliability. This research is expected to serve as a foundation for organizations to continuously improve and develop systems to enhance user satisfaction and overall organizational performance.
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