Efektifitas Sistem Informasi Ditinjau dari Dimensi Kualitas Pelayanan
(Effectiveness of Information Systems Viewed from the Dimensions of Service Quality)
Abstrak
This study, conducted at a Private Higher Education Institution (PTS) in East Java Province, aims to compare and empirically test the effectiveness of information systems. The study utilizes the SERVQUAL instrument - tangibles, reliability, responsiveness, assurance, and empathy – measurements in marketing to provide clearer information regarding user/customer satisfaction with information system functions. The hypothesis was rigorously tested using the paired sample t-test and the Wilcoxon rank sum test. The test results show differences in perceived and expected service quality, which are negatively correlated, and there are differences in service quality before and after changes in organizational structure and information systems. Thus, it can be concluded that the changes made by the PTS have not changed the quality of services provided to students.
ABSTRAK: Tujuan studi ini adalah untuk membandingkan dan menguji secara empiris efektifitas sistem informasi pada sebuah Perguruan Tinggi Swasta (PTS) di Jawa Timur. Penelitian ini mengadaptasi instrumen SERVQUAL – tangibles, reliability, responsiveness, assurance, and empathy – pengukuran yang dilakukan di bidang pemasaran untuk menyediakan informasi yang lebih jelas mengenai kepuasan pemakai/pelanggan terhadap fungsi sistem informasi. Hipotesis diuji dengan menggunakan uji t sampel berpasangan dan uji peringkat bertada Wilcoxon. Hasil pengujian menunjukkan bahwa ada perbedaan kualitas pelayanan persepsian dan kualitas pelayanan harapan yang berkorelasi negatif dan ada perbedaan kualitas pelayanan pada sebelum dan sesudah perubahan struktur organisasi dan sistem informasi. Dengan demikian dapat disimpulkan bahwa perubahan yang dilakukan oleh PTS tersebut masih belum merubah kualitas pelayanan yang diberikan kepada mahasiswa.
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