The Analysis of Service Quality at Academic and Student Affairs Department (ASA Department) Institute of Business and Informatics Stikom Surabaya

Sulistiowati, Sulistiowati, Setyawan, Henry Bambang and Wurijanto, Tutut ORCID: https://orcid.org/0000-0003-3681-0972 (2018) The Analysis of Service Quality at Academic and Student Affairs Department (ASA Department) Institute of Business and Informatics Stikom Surabaya. In: Proceedings of International Conference on Information Technology Applications and Systems (ICITAS) 2018. Managing Digital Development for Sustainable Economy . Institut Bisnis dan Informatika Stikom Surabaya, Surabaya. ISBN 978-602-51367-0-2

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Abstract

Stikom Surabaya has a work unit that serves the needs of student academic administration, called Academic and Student Affairs Department (ASA Department). One of the efforts to improve performance AS ADepartment is the availability of the feedback to know the students' satisfaction with the academic administrative services in Stikom Surabaya. The problem is ASA Department has not done the effort to get the feedback from the students to know the service quality which has been provided. Based on the above problems, this study wanted to know the results of service quality feedback descriptively in ASA Department. The service quality in this study included five dimensions. They were Tangibles, Reliability, Responsiveness Assurance, Empathy. The result of the research has showed that all dimensions of service quality has grade point average (GPA) above 3 which means that it is good, on the contrary, in tangible dimension, the appearance of ASA Department staff who already dress clean and neat have GPAabout 2.95 which means still close to good. The performance of ASA's staff members needs to be improved.

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