Skripsi

PENGUKURAN TINGKAT KEPUASAN MAHASISWA TERHADAP PELAYANAN E-REPOSITORY UNIVERSITAS SRIWIJAYA DENGAN PENDEKATAN CUSTOMER SATISFACTION SCORE.

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Penilaian

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Currently, technology has a very important role as a supporter of improving the quality of services and providing information in various fields, including in the field of education. Not only does technology speed up the process of disseminating information, it also provides service innovation to meet user needs optimally. This research aims to measure the level of student satisfaction with Sriwijaya University e-Repository services using the Customer Satisfaction Score (CSAT) method. ERepository is a digital library service that provides access to various scientific works and academic reference sources for the entire campus academic community. However, in its implementation there are still several forms of student complaints regarding the services available, such as lack of access to information, staff response, and limited availability of facilities. This research is within the scope of Customer Relationship Management (CRM) science which aims to determine the relationship and loyalty between Unsri Library employees and active Unsri students. In evaluating the level of satisfaction using 5 assessment variables, Strongly Disagree, Disagree, Somewhat Agree, Agree, and Strongly Agree. Data collection was carried out by distributing questionnaires to active Sriwijaya University students as respondents totaling 252 people. Each item in the questionnaire has gone through validity and reliability testing using SPSS tools. The validity test shows that all questionnaire items are valid with a correlation value of more than 0.361, while the reliability test shows reliable information with a Cronbach's Alpha value of 0.923. The use of the Customer Satisfaction Score approach is considered capable of providing a quantitative description of user perceptions regarding Unsri Library services. The research results show that the satisfaction score reached 58.03%, which shows that the level of student satisfaction is in the quite satisfied category. However, there were still several respondents who gave a dissatisfied rating of 41.97%, especially in the aspects of responsiveness, reliability and physical evidence which received a satisfaction level below 60%. Based on these results, it is hoped that the Unsri Library will carry out an in-depth evaluation and consider improvements to several service aspects that received low satisfaction scores. It is hoped that this recommendation will help the

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2407007136	T163469	T1634692024	Central Library (REFERENS)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1634692024

Publisher

Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Universitas Sriwijaya., 2024

Collation

58 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

003.507

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Teori komunikasi dan kontrol
Prodi Sistem Informasi

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

File Attachment

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