SISTEM PENDUKUNG KEPUTUSAN KEPUASAN LAYANAN MIS UNIVERSITAS KANJURUHAN MALANG MENGGUNAKAN METODE SERVQUA - Wiji Setiyaningsih, Maya Fitri Asia/ (BIMASAKTI : Jurnal Riset Mahasiswa Bidang Teknologi Informasi, 2017)
ABSTRAK Management Information SystemÃ‚Â (MIS)Ã‚Â merupakan unit pelayanan jaringan komputer dan aplikasi di Universitas Kanjuruhan Malang. Jaringan komputer yaitu internet, jaringan lokal danÃ‚Â trouble shootingÃ‚Â jaringan sedangkan pelayanan aplikasiÃ‚Â yaituÃ‚Â web,Ã‚Â email,Ã‚Â ejournal, dan siakad.Ã‚Â Dalam sistem pendukung keputusanÃ‚Â kepuasan layanan MISÃ‚Â menggunakan metode servqualÃ‚Â ada 15 kriteriaÃ‚Â tergolongÃ‚Â 5 dimensi yaituÃ‚Â tangible, emphty, responsiviness, reliability, assurance. Penilaian didapat dari nilai persepsi pengguna dikurangi nilai ekspektasi Kepala MIS dimanaÃ‚Â hasilnyaÃ‚Â dijadikan bahan laporan.Ã‚Â Berdasarkan pengujian menghasilkan kesimpulan bahwaÃ‚Â semua kriteria pelayanan MIS memerlukan perbaikan denganÃ‚Â nilaiÃ‚Â -0,3Ã‚Â atauÃ‚Â di bawah 0 (belum baik),Ã‚Â sehinggaÃ‚Â oleh kepala MIS dapat dijadikan tolak ukur dalam perbaikan pelayanan MIS kedepanya. Kata Kunci: Sistem Pendukung Keputusan, Metode Servqual, Kuesioner. ABSTRACT Management Information System (MIS) is service unit of computer network services and applications in KanjuruhanÃ‚Â University of Malang. Computer networks services include services of internet, local network and internet network trouble shooting while applications services is services of web, email, Ejournal, and SIAKAD. In decision support system using servqual method, there are 15 criteria classified in 5 dimensions e.g. tangible, empathy, responsiviness, reliability, assurance.Ã‚Â Assesment are computed from value of user perception substrated by expectation value of MIS leader where its result can be used as report material. Based on the test, it can concluded that all MIS services criteria require improvements that value isÃ‚Â -0.3 or below 0 (not good). MIS leader can use it for benchmark of MIS service improvements. Keywords: Decision Support Systems, Servqual Method, Questionnaire.