ANALISIS KEPUASAN MAHASISWA TERHADAP LAYANAN APLIKASI SIKAMU MENGGUNAKAN MOBILE SERVICE QUALITY
DOI:
https://doi.org/10.71282/jurmie.v2i7.778Keywords:
Student Satisfaction, SIKAMU, mobile service quality, Mobile application, Academic services.Abstract
The Advancement of digital technology has encouraged higher education institutions to provide mobile-based academic services to enhance efficiency and convenience of students. Universitas Muhammadiyah Bengkulu developed the SIKAMU application as a platform to access academic information online. This study aims to analyze student satisfaction with the SIKAMU application using the mobile service quality (M-SERVQUAL) approach, which includes five dimensions: Efiiciency, reliability, security, interface design, and feature conformity. The research method used is descriptive quantitative, with data collected through questionnaires distributed to 129 active student from the faculty of engineering. The analysis result show that students are generally very satisfied with the SIKAMU services, with an average Customer Satisfaction Index (CSI) of 97% the feature conformity dimension received the highest satisfaction score (100%), while efficiency received the lowest (94%), though still with in the “very satisfied” category. The gap analysis between expectations, expectations, except for efficiency, which still requires improvement. This study concludes that the SIKAMU application has successfully met students academic service needs digitally; however, improvements in efficiency and security are recommended to maintain and enhance service quality.
Downloads
References
Abrori, U., & Kisnu Darmawan, A. (2023). EVALUASI KEPUASAN PENGGUNA APLIKASI M-HEALTH COVID19 SATUSEHAT: EUCS dan MOBILE SERVICE QUALITY (M-S-QUAL). In JINTEKS (Vol. 5, Issue 4).
Eluis Bali Mawartika Program Studi Sistem Informasi STMIK Bina Nusantara Jaya Jl Yos Sudarso No, Y., & Jawa Kanan, A. (n.d.). PENGUKURAN KEPUASAN PELAYANAN MENGGUNAKAN METODE SERVQUAL.
Fahira, A., Inda, T., Rahma, F., & Syahriza, R. (2022). PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION NASABAH BANK SUMUT SYARIAH (Vol. 15, Issue 1).
Hassan, H. E. (2024). The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth. Future Business Journal, 10(1), 109. https://doi.org/10.1186/s43093-024-00396-4
Kajian, J., Manajemen, I., Mubarok, A., & Kurriwati, N. (n.d.). Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction Pada Nasabah Pengguna Aplikasi Mobile Banking Bank Tabungan Negara Bangkalan. http://journal.trunojoyo.ac.id/jkim
Kristhiofan, K., & Fadli, F. (2023). PENGARUH E-SERVICE QUALITY, E-TRUST DAN ARTIFICIAL INTELLIGENCE TERHADAP NASABAH EXPERIENCE PENGGUNA APLIKASI BRIMO. Contemporary Studies in Economic, Finance and Banking, 2(2), 181–192. https://doi.org/10.21776/csefb.2023.02.2.01
Pengajar, S., Fakultas, T., Universitas, E., Widya, K., & Surabaya, M. (n.d.). Faktor-Faktor Kepuasan Pelanggan dan Loyalitas Pelanggan: Studi Kasus pada CV. Sarana Media Advertising Surabaya Trisno Musanto. http://puslit.petra.ac.id/journals/management/
Pranitasari, D., & Sidqi, A. N. (2021a). Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode E-Service Quality dan Kartesius. Jurnal Akuntansi Dan Manajemen, 18(02), 12–31. https://doi.org/10.36406/jam.v18i02.438
Pranitasari, D., & Sidqi, A. N. (2021b). Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode E-Service Quality dan Kartesius. Jurnal Akuntansi Dan Manajemen, 18(02), 12–31. https://doi.org/10.36406/jam.v18i02.438
Pridiqva Azzahra, R., Hadiono, K., & Stikubank Jl Trilomba Juang No, U. (2022). Analisis Layanan Sistem Informasi Akademik Unisbank Berdasarkan Kepuasan Mahasiswa dengan Pendekatan ServQual. AITI: Jurnal Teknologi Informasi, 19(Agustus), 137–152.
Purnia, D. S., Muhajir, H., Adiwisastra, M. F., & Supriadi, D. (2020). Pengukuran Kesenjangan Digital Menggunakan Metode Deskriptif Berbasis Website. Jurnal Sains Dan Manajemen, 8(2).
Purwo Adi, R., Manajemen, P., Ekonomi, F., & Negeri Semarang, U. (2013). 10 MAJ 2 (1) (2013) Management Analysis Journal PENGARUH KUALITAS PRODUK DAN KEWAJARAN HARGA TERHADAP LOYALITAS DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING. http://journal.unnes.ac.id/sju/index.php/maj
Rifki, A. K., & Fajri, A. (n.d.). VOL. XI NO. 1 FEBRUARI 2025 JURNALTEKNIKINFORMATIKA STMIK ANTAR BANGSA Analisis Kepuasan Pengguna Terhadap Layanan Aplikasi Brimo Pada Mahasiswa STMIK Antar Bangsa Menggunakan Mobile Service Quality dengan Metode CSI.
Shabri, I., & Yanti, R. (2020a). Analisis Kepuasan Mahasiswa Terhadap Pelayanan Akademik Prodi Sastra Inggris Universitas Dharma Andalas Padang. Jurnal Teknologi Dan Sistem Informasi Bisnis, 2(1), 51–56. https://doi.org/10.47233/jteksis.v2i1.88
Shabri, I., & Yanti, R. (2020b). Analisis Kepuasan Mahasiswa Terhadap Pelayanan Akademik Prodi Sastra Inggris Universitas Dharma Andalas Padang. Jurnal Teknologi Dan Sistem Informasi Bisnis, 2(1), 51–56. https://doi.org/10.47233/jteksis.v2i1.88
Sulistyo, A., Eko Yudiandri, T., Ernawati, H., Diana Djamil, F., Mahanani, S., & Tinggi Pariwisata Ambarrukmo Yogyakarta, S. (n.d.). STRATEGI SEGMENTASI DAN DATABASE PERGURUAN TINGGI DALAM MENCIPTAKAN SUMBER DAYA MANUSIA PARIWISATA UNGGUL DAN BERKUALITAS (Studi Pada STIPRAM Yogyakarta).
Udjang, R., Manajemen Fakultas Ekonomi Universitas Mercu Buana Yogyakarta Subarjo, P., Manajemen Fakultas Ekonomi Universitas Mercu Buana Yogyakarta ABSTRAK, P., Kunci, K., Layanan, K., & Jurnal Perilaku Dan Strategi, K. (2019a). ANALISIS TINGKAT KEPUASAN MAHASISWA PADA KUALITAS LAYANAN UNIVERSITAS MERCU BUANA YOGYAKARTA ANALYSIS OF STUDENTS SATISFACTION LEVEL IN THE QUALITY OF SERVICES UNIVERSITAS MERCU BUANA YOGYAKARTA. In Analisis Tingkat Kepuasan 64 JPSB (Vol. 7, Issue 1).
Udjang, R., Manajemen Fakultas Ekonomi Universitas Mercu Buana Yogyakarta Subarjo, P., Manajemen Fakultas Ekonomi Universitas Mercu Buana Yogyakarta ABSTRAK, P., Kunci, K., Layanan, K., & Jurnal Perilaku Dan Strategi, K. (2019b). ANALISIS TINGKAT KEPUASAN MAHASISWA PADA KUALITAS LAYANAN UNIVERSITAS MERCU BUANA YOGYAKARTA ANALYSIS OF STUDENTS SATISFACTION LEVEL IN THE QUALITY OF SERVICES UNIVERSITAS MERCU BUANA YOGYAKARTA. In Analisis Tingkat Kepuasan 64 JPSB (Vol. 7, Issue 1).
Wahyu Hidayat, J., Juansen, M., & Ade Saputera, S. (n.d.). Evaluasi Efektivitas Sistem Akademik Menggunakan Model Servqual Untuk Meningkatkan Kualitas Layanan. In Jurnal Media Infotama (Vol. 20, Issue 2).
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. In Journal of the Academy of Marketing Science (Vol. 30, Issue 4, pp. 362–375). https://doi.org/10.1177/009207002236911
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Lety Lestari, RG Guntur Alam, Monsya Juansen, Sri Handayani (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
