Improvement of User Satisfaction in Educational Core Data Transactions using A Service Quality Model Analysis
Ibnul Jazari, Surya Sumpeno, Eko Setijadi · 2023
User satisfaction is crucial in evaluating the quality of services provided by institutions, as it reflects their overall experience. We employ the scientifically validated Service Quality Model to assess user satisfaction with public education services in a city in Indonesia. This approach combines various dimensions and attributes to measure the gaps between users’ expectations and perceptions. Through surveys and analyses of satisfaction with the existing conditions, we identify several areas for improvement in the service conditions. One specific enhancement needed is the development of a support system for the Core Education Data Transaction software. A iterative model is used to guide the development process. Subsequently, a second survey and satisfaction analysis are conducted to measure user satisfaction after implementing the support system. The findings show a significant improvement in every dimension of service quality: tangibles, reliability, responsiveness, assurance, and empathy. These results indicate a substantial overall improvement in service quality, leading to a more satisfying user experience. This research contributes to a deeper understanding of the factors influencing user satisfaction in the context of Core Education Data Transaction services.