OPTIMALISASI LAYANAN AKADEMIK DIGITAL: ANALISIS KUALITAS LAYANAN MELALUI FASILITAS LAYANAN MANDIRI MENGGUNAKAN DIMENSI SERQUAL

Abstrak

This study aims to analyse the quality of academic services through self-service facilities at the Faculty of Economics and Business, Universitas Negeri Semarang, using the SERVQUAL dimensions. This research employs a qualitative method with a case study design. Data were collected through observation, interviews, and documentation. Data analysis was conducted using the Miles and Huberman model, which includes data collection, data condensation, data display, and conclusion drawing carried out interactively. The results indicate that the overall quality of self-service facilities is relatively good and provides convenience and efficiency for students. The tangibles and reliability dimensions are considered adequate, although there are still technical issues and comfort-related aspects that need improvement. The responsiveness dimension shows that staff are sufficiently helpful; however, it is not yet supported by clear usage guidelines. In the assurance dimension, user trust is relatively good, although concerns regarding data security remain. Meanwhile, the empathy dimension indicates inconsistency in staff service delivery. In conclusion, the service quality is considered good but not yet optimal. Therefore, it is recommended to improve network quality and service systems, provide clear usage guidelines, strengthen data security, enhance staff service quality, assign dedicated personnel in self-service areas, expand socialisation efforts, and conduct periodic evaluations based on user feedback.

Kata kunci

• Academic Services
• Layanan Akademik
• SERVQUAL Dimensions
• Self-Service Facilities
• Service Quality