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Public Wi-Fi services (Wifi_STAKat) at the State Catholic College of Pontianak continue to face technical issues, such as network speed and connection stability, as well as non-technical challenges, including the responsiveness of administrators to user complaints. This study aims to analyze user satisfaction based on the five Servqual dimensions and to map improvement priorities using the Importance–Performance Analysis (IPA) method. The relationship between Servqual and IPA is explained by mapping GAP values (perception–expectation) into the four IPA quadrants to determine the urgency level of service improvements. A 4-point Likert scale was used to avoid neutral responses and strengthen the clarity of respondents’ perceptions. The results show that all dimensions have negative GAP scores, particularly responsiveness and reliability, which are directly related to technical indicators (speed, stability, coverage) and non-technical factors (responsiveness to complaints, ease of access. The study recommends integrating an IT-based monitoring system and increasing network capacity to improve service quality.

Advances in information technology have driven the transformation of banking services towards digitalization through mobile banking. Bank Central Asia (BCA), one of the largest private banks in Indonesia, offers m-BCA services to facilitate quick, practical, and efficient customer transactions. However, issues such as delayed notifications, system disruptions, and login problems still exist. This study aims to evaluate m-BCA user satisfaction using the PIECES Framework, which consists of six dimensions: Performance, Information, Economy, Control and Security, Efficiency, and Service. A descriptive quantitative approach was used, with a questionnaire distributed to 105 active m-BCA users in South Jakarta. Data were analyzed using mean values to assess satisfaction levels for each dimension, and validity and reliability tests were conducted. The results showed average scores of 4.02 for Performance, 4.08 for Information, 4.08 for Economy, 4.18 for Control and Security, 4.20 for Efficiency, and 4.09 for Service. The overall score of 4.10 falls into the "Satisfied" category. The highest score was for Efficiency, indicating strong support for users’ banking activities, while the Performance dimension scored lower, suggesting room for improvement. Overall, users are satisfied with m-BCA, but system performance improvements are needed for service stability and sustained satisfaction.

This study aims to evaluate the level of user satisfaction with the user interface of the Academic Information System (SIAKAD) at Esa Unggul University using the End User Computing Satisfaction (EUCS) method. This method assesses user satisfaction based on five key dimensions: content, accuracy, format, ease of use, and timeliness. The study employed a quantitative descriptive approach by distributing questionnaires to active Esa Unggul University students as primary system users. The collected data were analyzed using SPSS software to test validity, reliability, and the relationships between variables that influence user satisfaction with the SIAKAD interface. The results show that, in general, users are quite satisfied with the SIAKAD interface, particularly in the ease of use and accuracy dimensions, which obtained the highest scores. This indicates that usability and information accuracy are the dominant factors in creating a positive user experience. However, the timeliness and content dimensions still require further improvement, as they were rated as less optimal in providing fast and comprehensive information. These findings highlight the importance of an intuitive, efficient, and informative interface design in enhancing user satisfaction. This research is expected to serve as a reference for Esa Unggul University in developing and improving its Academic Information System to become more effective, efficient, and user-friendly. Evaluating user satisfaction through the EUCS approach provides valuable insights for system developers to refine the interface, improve information quality, and enhance system responsiveness. Thus, the results of this study are expected to contribute to improving academic service quality and supporting the digitalization of education at Esa Unggul University.

The rapid advancement of information technology has increased the adoption of digital service applications, including AxisNet as Axis’s official platform for purchasing data packages, checking balances, and accessing promotional features. However, varying levels of user satisfaction particularly among users in Purwokerto highlight the need for a comprehensive evaluation of the application's service quality. This study aims to measure user satisfaction with AxisNet by applying the End User Computing Satisfaction (EUCS) model, which consists of five key dimensions: content, accuracy, format, timeliness, and ease of use. Data were collected from 114 respondents through a structured questionnaire and analyzed using IBM SPSS, including validity testing, reliability testing, and simultaneous testing. The results indicate that all instruments are valid and reliable. Simultaneously, the five EUCS dimensions significantly influence user satisfaction. Partially, the dimensions of content, accuracy, timeliness, and ease of use demonstrate a positive effect, while the format dimension shows a negative effect, suggesting that improvements are needed in the application's visual design. These findings provide empirical insight into the factors shaping user satisfaction with AxisNet and serve as a strategic reference for enhancing the quality and effectiveness of digital service applications.

The use of information technology has become a non-negotiable necessity, as the availability of integrated information is increasingly crucial in supporting efforts to create efficient and competitive company/organizational systems. Good academic information system management is essential for providing services to those in need and resulting in improved performance in education delivery. Accuracy and precision in presenting information are important factors in managing information. From the results of the t-test calculation calculated using SPSS 20 partially, it was found that the t-value for the effectiveness variable was 3.819 and the convenience variable was 1.745 and the quality variable was 1.933 when compared with the t-table of 1.663, it was concluded that Ho was rejected and H1 was accepted, thus partially the independent variable influenced the dependent variable, namely student satisfaction. From the results of the F-test calculation, it was found that the F-count was 9.628> from the F-table, which was 2.48, and the significance level was 0.00, which was smaller than 0.05, and this meant that overall the independent variables had an effect on the dependent variable. From the results of the R test, it was found that the determinant coefficient was 0.599 and R2 was 0.359, this meant that the influence of the independent variables on the dependent variable was 35.9% and the remaining 64.1% was influenced by other variables that had not been studied.

The use of technology in data management has become the key to improving the efficiency and effectiveness of company performance. PT Indofood CBP Sukses Makmur Tbk has implemented a computerized employee attendance system through the Employee Self Service (ESS) application. However, so far there has been no evaluation regarding the level of user satisfaction with the application. This study aims to measure ESS user satisfaction to provide input in future application development. The method used is End User Computing Satisfaction (EUCS) which includes five variables: Content, Accuracy, Format, Ease of Use, and Timeliness. Data was obtained through the distribution of questionnaires and analyzed using the SPSS application. The results of the t-test showed that the Format variable had the most significant influence (t = 4.281), while the other variable showed an insignificant influence individually. However, through the F test, an F value was obtained of 3.791 with a significance of 0.003, which shows that simultaneously all EUCS variables have a significant effect on user satisfaction. These results are expected to be the basis for companies to improve the performance of ESS applications and support the overall work efficiency of employees.

Reliable internet connectivity is a crucial element in supporting work effectiveness at the Central Bureau of Statistics (BPS) in Central Lombok. However, users of the internal WiFi network have reported various issues, including inconsistent speed and weak signal stability. This study aims to analyze user satisfaction with the WiFi network services using the Servqual method, which assesses service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach was employed by distributing questionnaires to employees and staff who utilize the network. Data analysis was conducted by measuring the gap between users’ expectations and their perceptions of the service quality. The results show that most dimensions experienced a negative gap, particularly responsiveness (-0.47) and tangibles (-0.40), indicating inadequate response speed and suboptimal infrastructure conditions. Conversely, assurance (+0.40) and empathy (+0.27) showed positive gaps, reflecting users’ trust in the competence of IT staff and their perceived attentiveness. These findings highlight the need for technical evaluations, infrastructure improvements, and capacity building of human resources through regular training. This research contributes to the understanding of information technology service quality in the public sector and provides a foundation for strategic decision-making to enhance digital services. Moreover, the study encourages further research using mixed methods to gain a more comprehensive understanding of user satisfaction with WiFi services in government institutions.

This study aims to evaluate user satisfaction with the Inspekta Application at PT PLN UP2D S2JB using the PIECES Framework approach, which covers six key aspects: Performance, Information, Economy, Control, Efficiency, and Service. Data was collected through questionnaires distributed to 30 respondents who are active users of the application. The analysis results show that all PIECES indicators scored in the "satisfied" category, with the highest score in the efficiency aspect (4.14) and the lowest in the economic aspect (3.80). Although the Inspekta application has generally had a positive impact on operational efficiency and reporting processes, improvements are still needed in data security and technical support. This study offers strategic recommendations to enhance application quality and support the organization’s overall performance.

In the era of globalization and intense business competition, the quality of products and services is crucial for competitiveness, particularly for Micro, Small, and Medium Enterprises (MSMEs) like Angkringan, a traditional culinary business in Indonesia. The article explores Total Quality Management (TQM) as a strategy for these businesses to enhance operational efficiency, reduce waste, and improve customer satisfaction. The study involved direct interviews with the owner of Angkringan D’Amerta to analyze TQM application covering quality control procedures, customer satisfaction, and continuous improvement. Results indicated a deeper understanding of customer preferences and the importance of maintaining quality standards through the training of staff and development of operational procedures. The findings suggest that effective quality management can significantly enhance business performance and customer engagement in the digital era. The paper advocates for routine training, implementation of standard operating procedures, and regular quality assessments to ensure consistent service and product quality.

The Internet of Things (IoT) has become one of the leading technologies in digital transformation, including in customer relationship management (CRM). This article discusses how IoT integration in CRM systems can improve customer satisfaction and retention through real-time data collection, service personalization, and data-driven decision making. With a literature study and implementation analysis, this research shows that IoT technology can provide deeper insight into customer behavior, improve operational efficiency, and create a more satisfying customer experience.

This study aims to measure the level of participant satisfaction with learning services at LKP Multi Talenta Komputer Purwokerto. Participant satisfaction is an important indicator in assessing the effectiveness of the learning curriculum implemented. Factors such as facilities, services, and obstacles in learning become the main benchmark. Data from 54 respondents were processed using K-Means Clustering algorithm to identify the most superior and weak factors. The results of this study provide recommendations for future service improvements, in order to increase participant loyalty and learning effectiveness.

This research aims to evaluate the level of usability and user satisfaction with the Amikom University Purwokerto student affairs website using the System Usability Scale (SUS) method. This method was chosen because of its simplicity in providing reliable and fast results through a survey based on 10 statements with a Likert scale. The research respondents were active students at Amikom University, Purwokerto, who were selected using a sampling method based on the Slovin formula with a total sample of 97 respondents. Data is collected through an online questionnaire that measures aspects of convenience, satisfaction and system reliability. The analysis results show an average SUS value of 58.85, which is classified in the Marginal Low category based on the interpretation of the SUS scale. These findings indicate that the website has not fully met user expectations in terms of usability, even though it provides relevant features and services. Therefore, improvements are needed in user interface elements, navigation, and design consistency to improve user experience. This research makes an important contribution to the development of information systems in higher education by identifying weaknesses that can be improved to achieve better efficiency and satisfaction.

This study aims to measure user satisfaction with the Booking Bromo website using the Modified WebQual 4.0 method. The website is used by tourists to book entrance tickets to Bromo Tengger Semeru National Park (TNBTS); however, there have been complaints about service quality, such as frequent server inaccessibility, a monotonous website design, and a lack of community interaction features. Using a quantitative approach, the study involved 338 respondents who were users of the Booking Bromo website. Data were collected through a questionnaire measuring variables such as Usability Quality, Information Quality, Service Interaction Quality, Visual Quality, and User Satisfaction. The results show that Usability Quality and Information Quality significantly influence User Satisfaction, while Service Interaction Quality requires improvement, particularly in transaction security and user communication features. This study provides recommendations to enhance website service quality and features to improve user satisfaction, such as improving server stability, providing clearer information, and adding more interactive community communication features. 

This study aims to analyze the level of user satisfaction with the Library Information System using the PIECES Framework approach. This method includes six main indicators: Performance, Information, Economics, Control and Security, Efficiency, and Service. Data were collected through questionnaires distributed to 30 respondents consisting of library managers and users. The results showed that all indicators were SATISFIED with an average satisfaction score of 3.46. The Control and Security indicator obtained the highest score with a value of 3.93, while Service was the indicator with the lowest value, namely 3.51. In general, the Library Information System is considered to have fast, accurate, and efficient performance in supporting library management. However, there are several inputs related to service features that need to be improved, especially to facilitate new users. The results of this study confirm that the PIECES Framework is effective for evaluating user satisfaction, providing comprehensive guidance for information system analysis. The findings of the study are expected to be a reference for the development of library information systems in the future to improve service quality and operational efficiency.

This research aims to analyze and develop a community satisfaction survey work system carried out by the Tanjung Tiram District Head Office, Batu Bara Regency. Community satisfaction surveys are one way to measure the extent to which public services provided by government agencies, in this case the sub-district office, meet the needs and expectations of the community. This research includes the design, implementation, and evaluation of the system used to collect and analyze survey data. Through representative and systematic data collection, it is hoped that the survey results can provide constructive input for improving the quality of public services in the region. It is hoped that the results of this research can provide useful recommendations for policy makers in optimizing the public service system based on community satisfaction in Batu Bara Regency

This research analyzes user satisfaction of the Surabaya Tourist Ticket, which is a digital platform designed to make it easier to purchase tourist tickets in the city of Surabaya which is managed by the Surabaya City DISBUDPORAPAR. This analysis was carried out using the End User Computing Satisfaction model which measures the content, accuracy, format, ease of use, and timeliness of the application. The result of the analysis shows that this application has a positive and significant influence on a user satisfaction in the content, accuracy, ease of use, and timeliness variables, but the format variable has a positive but not significant influence on the user satisfaction. From the result of this analysis, it can be seen that the Surabaya Tourist Ticket has been successful in meeting needs so that users feel satisfied. The implication of this research is to support further development to improve the appearance and maintain performance so that the existence of the Surabaya Tourist Ticket website and tourism in the city of Surabaya increase so that regional income also increases.

Academic information portals have an important role in supporting the academic process of students in higher education. This study aims to analyze the level of student satisfaction with the academic information portal of the State Islamic University of North Sumatra (UINSU). This study uses a literature-based approach by referring to previous research in the last five years (2019–2024). The results of the analysis show that reliability, responsiveness, data security, information completeness, and interface design are the main aspects that affect the level of student satisfaction. The recommendations given include improving system stability, developing interactive features, and strengthening user data protection.  

This study aims to evaluate the service quality of PT TJ Bros using the SERVQUAL method, which includes five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through a Likert-scale questionnaire from 50 active customers selected using purposive sampling. The analysis measured the gap between customer expectations and their perceptions of the company's services.The findings indicate that all service dimensions exhibit negative gaps, meaning the service quality does not fully meet customer expectations. The responsiveness dimension shows the largest gap (-0.80), reflecting delays in responding to customer complaints or requests. The tangibility dimension also demonstrates a gap (-0.40), indicating a need for improvements in physical facilities, such as cleanliness, waiting area comfort, and employee appearance. In the empathy dimension, customers feel a lack of personalized attention, with a gap of -0.60.To enhance customer satisfaction, the company is recommended to improve its customer response system using technology-based complaint management, upgrade physical facilities, and train employees in communication and personalized service. Adjustments to employee uniforms and training to maintain service consistency are also suggested.In conclusion, comprehensive improvements in operational systems, facilities, and employee skills are necessary to enhance service quality. By meeting or exceeding customer expectations, PT TJ Bros can boost customer loyalty and strengthen its competitive position in the market.

The rapid development of science and technology has driven increasingly intense global competition, demanding educational institutions to play an active role in developing human resources (HR). Higher education serves as a platform to enhance students' competitiveness, not only through academic education but also through student organizations such as the Student Executive Board (BEM). This organization provides opportunities for students to develop social skills, leadership, and other soft skills that are highly essential in the professional world. STMIK Widuri, as one of the higher education institutions in Indonesia, integrates academic education with students' personal development through organizations like BEM. This study aims to evaluate the level of satisfaction among the academic community regarding activities organized by the BEM of STMIK Widuri during the 2023–2025 period using the Service Quality (SERVQUAL) approach. This method measures service quality based on five key dimensions: reliability, responsiveness, assurance, empathy, and tangible aspects. Data were collected through interviews, observations, questionnaires, and literature reviews, with a total of 51 respondents comprising students, lecturers, and staff. The results of the study indicate that all data are valid and reliable based on the Cronbach Alpha test, with values exceeding 0.6. Analysis using SPSS software shows a gap between respondents' perceptions and expectations of the services provided by BEM. These findings are expected to provide insights for the BEM of STMIK Widuri to improve service quality and design programs that better align with the needs of the academic community. Thus, BEM's role as a facilitator of student potential development can be further optimized, supporting the achievement of STMIK Widuri's vision as a globally competitive educational institution.

This study aims to evaluate customer satisfaction with the menu offerings at "Rajanya Seafood" using the Lean Startup approach. This method was chosen because it enables businesses to develop products that better meet customer needs and preferences through rapid experimentation cycles, continuous feedback, and regular updates. Research data was collected through direct surveys of "Rajanya Seafood" customers, focusing on aspects such as taste quality, menu variety, pricing, and service. The collected data was analyzed to identify areas needing improvement as well as potential innovations to enhance customer satisfaction. The study results indicate that the Lean Startup approach is effective in quickly understanding and responding to customer needs, thus contributing to increased customer loyalty and satisfaction. These findings are expected to serve as a reference for "Rajanya Seafood" and other culinary businesses in applying the Lean Startup strategy to achieve optimal customer satisfaction levels.