Evaluating User Satisfaction of IT Services Through Service Quality Approach

Abstract

Unika Atma Jaya, recognized as one of Indonesia's leading private universities, utilizes information system technology to support both operational and academic activities. However, there is noticeable inconsistency in the implementation of this technology, especially in effectively integrating it with relevant work units. Several existing information systems fall short of meeting user satisfaction. This research investigates user satisfaction with Information Technology (IT) services at Unika Atma Jaya using the Service Quality (Servqual) model, which includes Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) as variable. The analysis reveals that the Tangibles and Reliability dimensions significantly contribute to positive user satisfaction, with respective significant values of 0.000 and 0.001, along with corresponding T-table values of 4.197 and 3.323. This underscores the crucial role of tangible aspects, like facilities, and the reliability of service delivery in enhancing overall user satisfaction. Conversely, the Responsiveness dimension, with a significant value of 0.251 and a T-table value of 1.150, does not show a statistically significant impact on user satisfaction, indicating that users' perceptions of prompt service delivery may not be a decisive factor. Furthermore, the Assurance dimension exhibits a significant negative impact, with a value of 0.000 and a T-table value of -3.542, emphasizing the need for careful management in this area to prevent adverse effects on overall user satisfaction. In conclusion, a focus on improving Tangibles and Reliability dimensions, while addressing Assurance-related challenges, is vital for optimizing the user satisfaction landscape at Unika Atma Jaya. Recommendations include targeted enhancements in IT services in Tangibles and Reliability, specifically in applications and on-campus facilities. These numerical findings serve as a strategic basis for developing more effective, consistent, and responsive IT services to meet user expectations in the future, particularly within the relevant unit (BSTI).