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

PUTRI, GEA ADINDA and Ibrahim, Ali (2024) PENGUKURAN TINGKAT KEPUASAN MAHASISWA TERHADAP PELAYANAN E-REPOSITORY UNIVERSITAS SRIWIJAYA DENGAN PENDEKATAN CUSTOMER SATISFACTION SCORE. Undergraduate thesis, Sriwijaya University.

	Text RAMA_57201_09031382126144.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (5MB) | Request a copy
	Text RAMA_57201_09031382126144_TURNITIN.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (23MB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_01_front_ref.pdf - Accepted Version Available under License Creative Commons Public Domain Dedication. Download (1MB)
	Text RAMA_57201_09031382126144_0021078402_02.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (687kB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_03.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (570kB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_04.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (1MB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_05.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (86kB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_06_ref.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (336kB) | Request a copy
	Text RAMA_57201_09031382126144_0021078402_07_lamp.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (3MB) | Request a copy

Abstract

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

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	CRM, Customer Satisfaction Score, Kepuasan Pengguna, e-repositori,Perpustakaan.
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Gea Adinda Putri
Date Deposited:	10 Jan 2025 03:08
Last Modified:	10 Jan 2025 03:08
URI:	http://repository.unsri.ac.id/id/eprint/163469

Actions (login required)

View Item