Digital Administrative Service Quality and Student Satisfaction in Higher Education: A Bibliometric Analysis

Resky Nuralisa Gunawan (Universitas Negeri Yogyakarta)
Dwi Mahardiyati (Arizona State University)
Lamanisa Rasid Saputra (University of Washington)
Indah Sari Hamid (Texas A&M University)

Indonesian Journal of Applied Science and Engineering
Vol. 3 No. 2 (2025)

The rapid digitalization of higher education has transformed administrative service delivery and increased the importance of digital service quality in shaping student experiences and satisfaction. However, research on digital administrative service quality remains dispersed across higher education, service management, educational technology, and information systems, making it difficult to identify its development and thematic structure. This study aims to examine the development, characteristics, and thematic evolution of research on digital administrative service quality and student satisfaction in higher education. Bibliometric and science-mapping analyses were conducted using 36 Scopus-indexed documents published between 2015 and 2025, identified through a structured search conducted on June 27, 2025. Bibliographic data were analysed using descriptive bibliometric techniques and VOS viewer to examine publication trends, document types, subject areas, author and country contributions, keyword co-occurrence, and temporal patterns. The results show that journal articles represented the largest proportion of publications (63.9%), followed by conference papers (19.4%) and book chapters (11.1%). Social Sciences constituted the largest subject area (28.8%), followed by Computer Science (21.2%) and Engineering (10.6%). Keyword co-occurrence analysis identified higher education, students, satisfaction, service quality, and e-learning as prominent themes, while artificial intelligence and chatbot-related terms appeared as more recent themes in the dataset. The temporal pattern therefore suggests emerging attention toward AI-enabled and increasingly interactive digital services, although this pattern should be interpreted cautiously given the limited number of documents analysed. The study provides a preliminary bibliometric overview of the research intersection between digital administrative service quality and student satisfaction and identifies potential directions for future empirical research on usability, accessibility, responsiveness, trust, artificial intelligence, and student experience in higher education.