Analisis Kesenjangan dan Prioritas Perbaikan Kualitas Pelayanan Akademik Menggunakan SERVQUAL dan IPA (Studi Kasus: Fakultas Rekayasa Sistem UTS)

Susi Susanti (Universitas Teknologi Sumbawa)
Silvia Firda Utami (Universitas Teknologi Sumbawa)
Ismi Mashabai (Universitas Teknologi Sumbawa)
Ulfaturrahmi Ulfaturrahmi (Universitas Teknologi Sumbawa)

Jurnal Teknik Industri Terintegrasi (JUTIN)
Vol. 9 No. 4 (2026): October

Academic service quality shapes student satisfaction and institutional competitiveness. This study measures the gap between the importance and performance of academic services and determines priority attributes for improvement at the Faculty of Systems Engineering, Sumbawa University of Technology. A descriptive quantitative method was applied with 88 active students (Slovin formula) and a 32-item questionnaire on the five SERVQUAL dimensions, analyzed using conformity level, gap analysis, paired-samples t-test, and Importance Performance Analysis (IPA). The instrument was valid and reliable (α = 0.877 and 0.955). Overall conformity was 82.41% with a mean gap of −0.69 (p < 0.001); responsiveness showed the largest gap (−0.82). IPA placed five attributes in Quadrant A: laboratory facilities, restroom cleanliness, lecturer punctuality, campus Wi-Fi, and ease of contacting lecturers.