Quality of Academic Administration Services at the Faculty of Social Sciences Gorontalo State University: Analysis with the SERVQUAL Model
Keywords:
Academic administration services; SERVQUAL; reliability; responsiveness; insurance; empathy; tangible
Abstract
Academic administration services are a central element in supporting the smooth educational process in higher education because it is the entrance to all student academic activities. This study aims to describe the quality of academic administration services at the Faculty of Social Sciences, Gorontalo State University using the SERVQUAL model. The research approach is qualitative with interview, observation, and documentation techniques. The results show that the reliability and physical evidence of the service are good, but responsiveness, reassurance, and empathy need to be improved especially in periods of high workload. The research recommends optimizing SOPs, increasing human resource capacity, and digitizing services to improve the quality of academic administration services.
References
Abdussamad, J. (2019). Quality of Public Services at the Gorontalo Regency Population and Civil Registration Office. Public: Journal of Human Resource Management, Administration and Public Service, 6(2), 73–82. https://doi.org/10.37606/publik.v6i2.6
Akib, H., Herlinda, H., & Herman, H. (2024). Analysis of Service Quality at Regional Drinking Water Companies. Scientific Journal of Public Administration Sciences, 14(1), 133. https://doi.org/10.26858/jiap.v14i1.63275
Akmal, S., Zalikha, S. N., & Emafita, H. (2022). The Effectiveness Of Student Academic Services During The Covid-19 Pandemic At Fisip Uin Ar-Raniry Banda Aceh. 36–56.
Along, A. (2020). Quality of Academic Administration Services at Pontianak State Polytechnic. Anthony Along/ JIAP, 6(1), 94–99.
Aluwis, A., & Putra, R. (2022). The relevance of empathy to student satisfaction in getting academic services. Journal of Education and Teaching, 3(2), 161. https://doi.org/10.24014/jete.v3i2.18827
Anandikha, A. V., Chairunissa, M., & Indriyani, D. (2024). The Effect of the Quality of Administrative Services and Higher Education Facilities on the Satisfaction of Students of the STIA LAN Jakarta Polytechnic. Journal of Non-Formal Education, 1(4), 11. https://doi.org/10.47134/jpn.v1i4.608
Andayana, M. N. D. (2020). An Analysis Study of Administrative, Academic, and Student Facilities Services on the Satisfaction of Alumni of State Administration Science of Fisip-Undana. Journal of Management: Small and Medium Enterprises (SMEs), 11(1), 31–47. https://doi.org/10.35508/jom.v11i1.2316
Aneta, A., Aneta, Y., & Djafri, N. (2022). Development of Management Based on Public Administration Services at the Early Childhood Education Level. Journal of Obsession: Journal of Early Childhood Education, 6(4), 3669–3679. https://doi.org/10.31004/obsesi.v6i4.2478
Anggit, R. H., & Setyorini, I. (2022). Analysis of service quality on patient satisfaction at the Seroja Bekasi Health Center using the servqual method. Journal of Industrial and Engineering Systems (JIES), 3(1), 88–94. https://doi.org/10.56742/nchat.v1i1.7
Basyo, I., & Anirwan, A. (2023). Public Service in the Digital Era: A Literature Study. Indonesian Journal of Intellectual Publication, 4(1), 23–31. https://eppid.mahkamahagung.go.id/files/shares/uu 25 of 2009-publik.pdf
Erlianti, D. (2019). Quality of Public Services. JIANA (Journal of State Administrative Sciences), 17(2), 412–419. https://doi.org/10.46730/jiana.v17i2.7899
Fajar, N. M., Rizal., M., & Sairin, M. (2022). the role of public administration in improving performance in the aspect of job satisfaction in academic structural officials at the amuntai college of administrative sciences, hulu sungai regency. 1(1), 155–163.
Farid Fauzi, A. N. (2019). empirical study of service QUAlity through servqual (service quality) and science (important performance analysis) models in students majoring in tarbiyah stain gajah putih aceh. 3(September), 1–9.
Finanda, A. S., Fadhila, J. F., & Hayat, H. (2024). Implementation of Public Service Principles. Public Inspiration: Journal of Public Administration, 9(1), 74–78. https://doi.org/10.22225/pi.9.1.2024.74-78
Hanasi, R. A., Aneta, A., Abdussamad, J., Gorontalo, U. N., Gorontalo, U. N., & Gorontalo, U. N. (2024). The influence of employees' ability and work motivation on the quality of public services at the Gorontalo Regency Samsat Office. 7(2), 795–805.
Heiden, B., & Tonino-Heiden, B. (2021). Implementation Of Artificial Intelligence (Ai) In The Field Of Public Administration In The Era Of The Industrial Revolution 4.0. Advances in Intelligent Systems and Computing, 1252 AISC(2), 647–656. https://doi.org/10.1007/978-3-030-55190-2_49
Hizbul Muflihin, M. (2023). Quality of Services in Higher Education: The Influence of Academic Administration Facilities and Services on Lecture Services. Journal of Tambusai Education, vol 7(2020), 3766–3771.
Lance Barbier, R. K. T. (2023). Literature Review of Public Administration and Good Governance from 1890 to 2023. Transformative Journal, 9(1), 43–65. https://doi.org/10.21776/ub.transformative.2023.009.01.3
Larasati, D., Faisa, A. A., Grio, R., Poetri, I. Z., Hafizh, N. A., & Nugraha, J. T. (2025). Quality of Administrative Services as a Determining Factor for Student Satisfaction in the Faculty of Social and Political Sciences. Journal of State Administration Students, 09(01), 1–14.
Larastiyana Susanto, F., & Siswanto, E. (2021). The effect of the quality of the service quality of the academic and student affairs bureau (BAK) on the satisfaction of students of Trunojoyo Madura University. Journal of Economics, Business and Education, 1(9), 906–913. https://doi.org/10.17977/um066v1i92021p906-913
Mr. Ilhamdi. (2023). The Effect of Academic Service Quality on Student Satisfaction of the Government Science Study Program, University of Jambi. Student Scientific Creativity Journal, 2(1), 136–148. https://doi.org/10.55606/sscj-amik.v2i1.2676
Marliani, L. (2018). Definition of administration in various perspectives. Journal of the Faculty of Social and Political Sciences, Galuh University, 5(4), 18–19. https://jurnal.unigal.ac.id/index.php/dinamika/article/view/1743/1407
Minardi, J., Saputro, H., Farichah, J., & Sugiyamta, S. (2023). Implementation of the Servqual Method for Assessing Student Satisfaction with Academic Services – Unisnu Jepara Case Study. Dynamics, 28(1), 45–52. https://doi.org/10.35315/dinamik.v28i1.9204
Mustafa, D., Ahsan, S. C., Aris, M., Niswaty, R., & Arhas, S. H. (2022). Service Quality and Performance of Academic Administration Employees on Student Satisfaction. Sociohumanities, 24(3), 335. https://doi.org/10.24198/sosiohumaniora.v24i3.40870
Mutmainah, Gumanti, M., Desastra, Y. Z., & Novitasari, E. (2024). Analysis of the Quality of Academic Services on Student Satisfaction at the Tunas Palapa Sharia Economics College. ECo-Fin, 6(1), 65–73. https://doi.org/10.32877/ef.v6i1.1143
Nani, Y. N., Abdussamad, Z., Elyta, E., & Tohopi, R. (2023). NPA, the New Paradigm of Public Service Overview of Public Policy Implementation. Atlantis Press SARL. https://doi.org/10.2991/978-2-38476-174-6_25
Nayma, S., Panjaitan, C., Silitonga, C. J., Aditya, R. D., Khofifah, & Fachruddin, W. (2025). The Effect of Campus Facilities, Quality and Technology Support on Student Satisfaction. Journal of Accounting, Management, and Policy Planning, 2(3), 1–11. https://doi.org/10.47134/jampk.v2i3.586
Nisaha., Haryono, B. S., & Lely Indah Mindarti. (2020). Quality of Academic Administration Services in Higher Education (Study at the Faculty of Administrative Sciences, Universitas Brawijaya). Scientific Journal of Public Administration, 006(02), 213–218. https://doi.org/10.21776/ub.jiap.2020.006.02.7
Prahesti, R. T., Ruliana, P., & Subarsa, K. Y. (2021). Quality of Academic Services on the Image of Higher Education. Ganaya: Journal of Social Sciences and Humanities, 4(1), 234–244. http://jayapanguspress.penerbit.org/index.php/ganaya
Rabi'atul Adawiyah., Nurbayani., E., & Sunanik. (2022). Problems of Academic Services of the Faculty of Tarbiyah and Teacher Training of the State Islamic Institute (IAIN) Samarinda. Journal of Tarbiyah & Teacher Training (JTIK) Borneo, 3(1), 17–25.
Revida., E., Hidayatulloh., A. N., Simarmata., H. M. P., Silalahi., M., Nurjaya., M., & Purba, S. (2021). Introduction to Public Administration.
Shang, Z. S. and H. (2020). A review on quality of service and servqual model: Vol. 12204 LNCS. Springer International Publishing. https://doi.org/10.1007/978-3-030-50341-3_15
Suardika, I. B., & Indriani, S. (2023). The Effect of Quality of Academic Administration Services on Student Satisfaction. 14(1), 29–33.
Supriyadi, E. I., & Asih, D. B. (2020). Implementation of artificial intelligence (ai) in the field of public administration in the era of the industrial revolution 4.0. 2(2), 12–23.
Tui, F. P., Ilato, R., & Katili, A. Y. (2022). Innovation of public services through e-government at the population and civil registration office of gorontalo city. Public: Journal of Human Resource Management, Administration and Public Service, IX(1), 254–263.
Utami, P. (2023). Public Administration Transformation: Innovation and Adaptation Towards Efficiency and Quality Public Services. Journal of Sculpture 2, 6(2), 1–9.
Widanti, N. P. T. (2024). The Concept of Good Governance in the Perspective of Public Service: A Review of the Literature. Saraq Four: Journal of Public Administration, 6(1), 55–67. https://doi.org/10.55542/saraqopat.v6i1.328
Wider, W., Tan, F. P., Tan, Y. P., Lin, J., Fauzi, M. A., Wong, L. S., Tanucan, J. C. M., & Hossain, S. F. A. (2024). Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects. Social Sciences and Humanities Open, 9(November 2023), 100805. https://doi.org/10.1016/j.ssaho.2024.100805
Widiastuti, T., Karsa, K., & Juliane, C. (2022). Evaluation of student satisfaction level with academic services using the C4.5 algorithm classification method. Technomedia Journal, 7(3), 364–380.
Zuljalali Walikram, M., & Ardiansyah, S. H. (2025). Analysis of the Quality of Academic Administration Services at Madrasah Aliyah Negeri Enrekang. Scientific Journal of Student Research, 2(2), 394–400. https://doi.org/10.61722/jirs.v2i2.5611
Akib, H., Herlinda, H., & Herman, H. (2024). Analysis of Service Quality at Regional Drinking Water Companies. Scientific Journal of Public Administration Sciences, 14(1), 133. https://doi.org/10.26858/jiap.v14i1.63275
Akmal, S., Zalikha, S. N., & Emafita, H. (2022). The Effectiveness Of Student Academic Services During The Covid-19 Pandemic At Fisip Uin Ar-Raniry Banda Aceh. 36–56.
Along, A. (2020). Quality of Academic Administration Services at Pontianak State Polytechnic. Anthony Along/ JIAP, 6(1), 94–99.
Aluwis, A., & Putra, R. (2022). The relevance of empathy to student satisfaction in getting academic services. Journal of Education and Teaching, 3(2), 161. https://doi.org/10.24014/jete.v3i2.18827
Anandikha, A. V., Chairunissa, M., & Indriyani, D. (2024). The Effect of the Quality of Administrative Services and Higher Education Facilities on the Satisfaction of Students of the STIA LAN Jakarta Polytechnic. Journal of Non-Formal Education, 1(4), 11. https://doi.org/10.47134/jpn.v1i4.608
Andayana, M. N. D. (2020). An Analysis Study of Administrative, Academic, and Student Facilities Services on the Satisfaction of Alumni of State Administration Science of Fisip-Undana. Journal of Management: Small and Medium Enterprises (SMEs), 11(1), 31–47. https://doi.org/10.35508/jom.v11i1.2316
Aneta, A., Aneta, Y., & Djafri, N. (2022). Development of Management Based on Public Administration Services at the Early Childhood Education Level. Journal of Obsession: Journal of Early Childhood Education, 6(4), 3669–3679. https://doi.org/10.31004/obsesi.v6i4.2478
Anggit, R. H., & Setyorini, I. (2022). Analysis of service quality on patient satisfaction at the Seroja Bekasi Health Center using the servqual method. Journal of Industrial and Engineering Systems (JIES), 3(1), 88–94. https://doi.org/10.56742/nchat.v1i1.7
Basyo, I., & Anirwan, A. (2023). Public Service in the Digital Era: A Literature Study. Indonesian Journal of Intellectual Publication, 4(1), 23–31. https://eppid.mahkamahagung.go.id/files/shares/uu 25 of 2009-publik.pdf
Erlianti, D. (2019). Quality of Public Services. JIANA (Journal of State Administrative Sciences), 17(2), 412–419. https://doi.org/10.46730/jiana.v17i2.7899
Fajar, N. M., Rizal., M., & Sairin, M. (2022). the role of public administration in improving performance in the aspect of job satisfaction in academic structural officials at the amuntai college of administrative sciences, hulu sungai regency. 1(1), 155–163.
Farid Fauzi, A. N. (2019). empirical study of service QUAlity through servqual (service quality) and science (important performance analysis) models in students majoring in tarbiyah stain gajah putih aceh. 3(September), 1–9.
Finanda, A. S., Fadhila, J. F., & Hayat, H. (2024). Implementation of Public Service Principles. Public Inspiration: Journal of Public Administration, 9(1), 74–78. https://doi.org/10.22225/pi.9.1.2024.74-78
Hanasi, R. A., Aneta, A., Abdussamad, J., Gorontalo, U. N., Gorontalo, U. N., & Gorontalo, U. N. (2024). The influence of employees' ability and work motivation on the quality of public services at the Gorontalo Regency Samsat Office. 7(2), 795–805.
Heiden, B., & Tonino-Heiden, B. (2021). Implementation Of Artificial Intelligence (Ai) In The Field Of Public Administration In The Era Of The Industrial Revolution 4.0. Advances in Intelligent Systems and Computing, 1252 AISC(2), 647–656. https://doi.org/10.1007/978-3-030-55190-2_49
Hizbul Muflihin, M. (2023). Quality of Services in Higher Education: The Influence of Academic Administration Facilities and Services on Lecture Services. Journal of Tambusai Education, vol 7(2020), 3766–3771.
Lance Barbier, R. K. T. (2023). Literature Review of Public Administration and Good Governance from 1890 to 2023. Transformative Journal, 9(1), 43–65. https://doi.org/10.21776/ub.transformative.2023.009.01.3
Larasati, D., Faisa, A. A., Grio, R., Poetri, I. Z., Hafizh, N. A., & Nugraha, J. T. (2025). Quality of Administrative Services as a Determining Factor for Student Satisfaction in the Faculty of Social and Political Sciences. Journal of State Administration Students, 09(01), 1–14.
Larastiyana Susanto, F., & Siswanto, E. (2021). The effect of the quality of the service quality of the academic and student affairs bureau (BAK) on the satisfaction of students of Trunojoyo Madura University. Journal of Economics, Business and Education, 1(9), 906–913. https://doi.org/10.17977/um066v1i92021p906-913
Mr. Ilhamdi. (2023). The Effect of Academic Service Quality on Student Satisfaction of the Government Science Study Program, University of Jambi. Student Scientific Creativity Journal, 2(1), 136–148. https://doi.org/10.55606/sscj-amik.v2i1.2676
Marliani, L. (2018). Definition of administration in various perspectives. Journal of the Faculty of Social and Political Sciences, Galuh University, 5(4), 18–19. https://jurnal.unigal.ac.id/index.php/dinamika/article/view/1743/1407
Minardi, J., Saputro, H., Farichah, J., & Sugiyamta, S. (2023). Implementation of the Servqual Method for Assessing Student Satisfaction with Academic Services – Unisnu Jepara Case Study. Dynamics, 28(1), 45–52. https://doi.org/10.35315/dinamik.v28i1.9204
Mustafa, D., Ahsan, S. C., Aris, M., Niswaty, R., & Arhas, S. H. (2022). Service Quality and Performance of Academic Administration Employees on Student Satisfaction. Sociohumanities, 24(3), 335. https://doi.org/10.24198/sosiohumaniora.v24i3.40870
Mutmainah, Gumanti, M., Desastra, Y. Z., & Novitasari, E. (2024). Analysis of the Quality of Academic Services on Student Satisfaction at the Tunas Palapa Sharia Economics College. ECo-Fin, 6(1), 65–73. https://doi.org/10.32877/ef.v6i1.1143
Nani, Y. N., Abdussamad, Z., Elyta, E., & Tohopi, R. (2023). NPA, the New Paradigm of Public Service Overview of Public Policy Implementation. Atlantis Press SARL. https://doi.org/10.2991/978-2-38476-174-6_25
Nayma, S., Panjaitan, C., Silitonga, C. J., Aditya, R. D., Khofifah, & Fachruddin, W. (2025). The Effect of Campus Facilities, Quality and Technology Support on Student Satisfaction. Journal of Accounting, Management, and Policy Planning, 2(3), 1–11. https://doi.org/10.47134/jampk.v2i3.586
Nisaha., Haryono, B. S., & Lely Indah Mindarti. (2020). Quality of Academic Administration Services in Higher Education (Study at the Faculty of Administrative Sciences, Universitas Brawijaya). Scientific Journal of Public Administration, 006(02), 213–218. https://doi.org/10.21776/ub.jiap.2020.006.02.7
Prahesti, R. T., Ruliana, P., & Subarsa, K. Y. (2021). Quality of Academic Services on the Image of Higher Education. Ganaya: Journal of Social Sciences and Humanities, 4(1), 234–244. http://jayapanguspress.penerbit.org/index.php/ganaya
Rabi'atul Adawiyah., Nurbayani., E., & Sunanik. (2022). Problems of Academic Services of the Faculty of Tarbiyah and Teacher Training of the State Islamic Institute (IAIN) Samarinda. Journal of Tarbiyah & Teacher Training (JTIK) Borneo, 3(1), 17–25.
Revida., E., Hidayatulloh., A. N., Simarmata., H. M. P., Silalahi., M., Nurjaya., M., & Purba, S. (2021). Introduction to Public Administration.
Shang, Z. S. and H. (2020). A review on quality of service and servqual model: Vol. 12204 LNCS. Springer International Publishing. https://doi.org/10.1007/978-3-030-50341-3_15
Suardika, I. B., & Indriani, S. (2023). The Effect of Quality of Academic Administration Services on Student Satisfaction. 14(1), 29–33.
Supriyadi, E. I., & Asih, D. B. (2020). Implementation of artificial intelligence (ai) in the field of public administration in the era of the industrial revolution 4.0. 2(2), 12–23.
Tui, F. P., Ilato, R., & Katili, A. Y. (2022). Innovation of public services through e-government at the population and civil registration office of gorontalo city. Public: Journal of Human Resource Management, Administration and Public Service, IX(1), 254–263.
Utami, P. (2023). Public Administration Transformation: Innovation and Adaptation Towards Efficiency and Quality Public Services. Journal of Sculpture 2, 6(2), 1–9.
Widanti, N. P. T. (2024). The Concept of Good Governance in the Perspective of Public Service: A Review of the Literature. Saraq Four: Journal of Public Administration, 6(1), 55–67. https://doi.org/10.55542/saraqopat.v6i1.328
Wider, W., Tan, F. P., Tan, Y. P., Lin, J., Fauzi, M. A., Wong, L. S., Tanucan, J. C. M., & Hossain, S. F. A. (2024). Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects. Social Sciences and Humanities Open, 9(November 2023), 100805. https://doi.org/10.1016/j.ssaho.2024.100805
Widiastuti, T., Karsa, K., & Juliane, C. (2022). Evaluation of student satisfaction level with academic services using the C4.5 algorithm classification method. Technomedia Journal, 7(3), 364–380.
Zuljalali Walikram, M., & Ardiansyah, S. H. (2025). Analysis of the Quality of Academic Administration Services at Madrasah Aliyah Negeri Enrekang. Scientific Journal of Student Research, 2(2), 394–400. https://doi.org/10.61722/jirs.v2i2.5611
Published
2025-12-17
How to Cite
Rahman H. Lahabu, Asna Aneta, Juriko Abdussamad, Irawaty Igirisa, Fenti Prihatini Tui, & Rustam Tohopi. (2025). Quality of Academic Administration Services at the Faculty of Social Sciences Gorontalo State University: Analysis with the SERVQUAL Model. International Journal of Economics, Business and Innovation Research, 5(01), 336-349. https://doi.org/10.63922/ijebir.v5i01.2694
.png)
Contact Person +6282139474255
Email : ijebir@citakonsultindo.or.id / editor.ijebir@gmail.com
