Analysis of Service Quality on Academic Information System toward User Satisfaction Using Kano Method Base on SERVQUAL Dimensions (Case Study: Academic Information System on STT Wastukancana Purwakarta)

Competitive competition among colleges requires that they do excellent service for all components to involve in business processes. In order to meet these needs, then the academic information system is one of the media that need to be considered by colleges in providing the best service to students. An academic information system at each college has different services, according to the needs and facilities provided by the campus. Services provided in order to improve the service quality of a system can be one indicator in measuring user satisfaction. The problems that arise are which services should be improved and that must be maintained to achieve user satisfaction academic information system. So the steps taken in this study is to identify the attributes for each dimension of quality service. The result is 16 attributes for 5 dimensions of quality service. It then identifies how the students preferences as users of the system to the academic information system and satisfaction grade of each service attribute by Kano method. Then each service attribute measured the gap between performance and expectations. So it can be mapped to each attribute that has been calculated service gap with the grade generated from Kano method. The main result of this study is to make priority which service attribute should be improved or maintained in order to achieve user satisfaction of academic information system.