Digital Transformation of Academic Administration Servicesto Improve Student Satisfaction
DOI:
https://doi.org/10.58258/65tcqa79Abstract
This study analyzes the influence of digital transformation in academic administration services on student satisfaction at Akademi Bisnis Lombok (AKBIL). Digital transformation encompasses the Academic Information System (SIAKAD), online student admission, e-office, and electronic signatures, implemented since 2022. Using a quantitative explanatory survey with 212 respondents (N=450, proportionate stratified random sampling) and modified SERVQUAL dimensions—digital reliability, system responsiveness, information assurance, technology-based empathy, and digital tangibility—the multiple linear regression results show all five dimensions positively and significantly affect student satisfaction. Digital reliability (β=0.312; p<0.001) proved the most dominant predictor, followed by system responsiveness (β=0.241), information assurance (β=0.198), technology-based empathy (β=0.176), and digital tangibility (β=0.143). Collectively, the model explains 64.7% of student satisfaction variance (R²=0.647; F=71.34; p<0.001). Findings underscore the urgency of strengthening digital HR competency and IT infrastructure as key strategies for improving academic service quality at private vocational institutions.References
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