Skripsi

KUALITAS SISTEM INFORMASI LAYANAN SURAT ONLINE PADA FAKULTAS KEGURUAN DAN ILMU PENDIDIKAN UNIVERSITAS SRIWIJAYA

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This study aims to analyze the influence of system quality, information quality, and service quality on user satisfaction of the online mail service at FKIP Universitas Sriwijaya using the DeLone and McLean model. The research method employs a quantitative approach with PLS-SEM, involving a sample of 354 respondents.The results show that students have a very good perception of the quality of the information system. Partially and simultaneously, the three quality dimensions have a significant effect on user satisfaction, with a contribution value (R²) of 78.0%. Nevertheless, constraints were found regarding the mismatch of mail templates and slow response in handling technical issues.As an innovative step, this research suggests the development of a Smart-Template Builder feature for automatic format adjustment and the implementation of a WhatsApp notification-based Live Tracking System to improve real-time tracking transparency. Furthermore, the use of AI-Chatbots for self-service assistance is recommended, along with strengthening human resource competence through empathetic attitude training to maintain sustainable service quality. Keywords: Information System Quality, User Satisfaction, Online Mail, DeLone & McLean, FKIP UNSRI.

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Detail Information

Series Title

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Call Number

T1911492025

Publisher

Indralaya : Prodi Magister Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sriwijaya., 2025

Collation

xii, 88 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

005.307

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Prodi Magister Administrasi Publik

Specific Detail Info

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Statement of Responsibility

KA

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