THE IMPORTANCE OF MEASURING THE GAP LEVEL OF INFORMATION SYSTEM USER SATISFACTION IN THE WORLD OF EDUCATION IN UNIVERSITY: ELECTRONIC SERVICE QUALITY MODEL

Abstract

Education is an important thing in life in order to develop human potential and increase the quality of Human Resources and Human Resources are needed by educational institutions in order to gain success and achieve goals. Servqual in services in the academic field by using the e-servqual method (electronic - service quality). The University is one of the higher education institutions that participate in educating the nation's life and the quality of service has a significant effect on user satisfaction and there is still an academic information system used by the University that is still not optimal.

This research is a quantitative study with a descriptive statistical approach with 200 students as respondents. The measurement method uses the E-Servqual model. The results of the study based on calculations in measuring the gap show user satisfaction using the electronic service quality method that the Academic Information System has not provided services that have not been maximized in the form of fulfillment and efficiency because the perception is still below expectations while measuring the level of user satisfaction gap as a whole by using the CSI (Customer Satisfaction Index) value is 79% and shows that the quality of the University's academic information system services is good.