ANALISIS KEPUASAN PENGGUNA SISTEM PENJAMINAN MUTU INTERNAL UIN SUNAN KALIJAGA YOGYAKARTA

Abeed Syauqi Billah, NIM.: 21106050084 (2025) ANALISIS KEPUASAN PENGGUNA SISTEM PENJAMINAN MUTU INTERNAL UIN SUNAN KALIJAGA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study examines user satisfaction with the digital Internal Quality Assurance System (SPMI) platform at UIN Sunan Kalijaga following its digital transformation. It analyzes the factors influencing user satisfaction and investigates the relationship between satisfaction and the completeness and conformity of Internal Quality Audit (AMI) data. A total of 33 respondents participated in the study. Although this number does not meet the Slovin formula requirement for a population of 74, it is considered sufficient due to time constraints, limited respondent availability, and the data collection period coinciding with the quality-data submission schedule and intensive academic activities. Furthermore, a sample size of ≥30 fulfills the assumptions of the Central Limit Theorem and Roscoe’s rule of thumb. The Customer Satisfaction Index (CSI) score of 66% indicates a low level of user satisfaction. Importance–Performance Analysis (IPA) reveals a gap between importance (MIS = 4.33) and satisfaction (MSS = 3.32), with the Assurance dimension contributing the most, followed by Tangibles and Reliability. In contrast, Responsiveness and Empathy show lower performance levels. The most urgent recommendation is optimizing the helpdesk feature to improve system responsiveness. Correlation analysis indicates a weak relationship between user satisfaction and the completeness and conformity of AMI data, with correlation coefficients of 0.225 and –0.219, respectively. Therefore, improvements in service quality and operational functionality should be prioritized rather than directly linking user satisfaction to quality-data achievement. Overall, this study identifies key areas requiring improvement to enhance the quality and performance of the SPMI digital system.

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