THE IMPACT OF SERVICE DIGITALIZATION, SERVICE QUALITY, AND OPERATIONAL EFFICIENCY ON STUDENT SATISFACTION IN USING CAMPUS FACILITIES

DOI: https://doi.org/10.33650/profit.v9i1.12442

Authors (s)


(1) * Cut Fadilah   (Universitas Islam Negeri Sumatera Utara)  
        Indonesia
(2)  Juliana Nasution   (Universitas Islam Negeri Sumatera Utara)  
        Indonesia
(3)  Rahmi Syahriza   (Universitas Islam Negeri Sumatera Utara)  
        Indonesia
(*) Corresponding Author

Abstract


The development of digital technology has transformed the landscape of higher education institutions, demanding adaptation in the provision of services to students. UINSU, the State Islamic University of North Sumatra, has strived to improve the quality of campus services through digitalization, improved service quality, and operational efficiency. This study analyzes the influence of service digitalization, service quality, and operational efficiency on student satisfaction in using campus facilities at the State Islamic University of North Sumatra (UINSU). Using an associative quantitative method with 100 active UINSU student respondents, this study found that service digitalization and student happiness were positively and significantly influenced by service quality. Improved ease of access to information, speed of administrative processes, and the quality of interactions and physical facilities contributed to positive student experiences. However, operational efficiency showed a negative and significant influence on student satisfaction, indicating a dissonance between campus efficiency efforts and student perceptions and comfort. These findings emphasize the importance of UINSU balancing efficiency with student needs and expectations to ensure an optimal learning experience.


Keywords

Service Digitalization; Service Quality; Operational Efficiency; Student Satisfaction; Campus Facilities



Full Text: PDF



References


Anika, R., Siregar, W. K., Afriyanti, Y., N. (2023). Konsep dasar sistem informasi dalam perkembangan bisnis digital. Jurnal Ekonomi Dan Bisnis Digital, 1(2), 190–196.

Anshar, F., Koli, G., Ibrahim, A., & Nurlina, N. (2022). Pengaruh Kualitas Layanan PT. PLN (Persero) Terhadap Kepuasan Pelanggan Menggunakan Metode Servqual. In SISITI: Seminar Ilmiah Sistem Informasi Dan Teknologi Informasi, 11(1), 153–162. https://doi.org/10.36774/sisiti.v11i1.956

Assyahri, W., M. M. (2023). Pengaruh kualitas pelayanan akademik terhadap Student Satisfaction Universitas Negeri Padang. Jurnal Manajemen Dan Ilmu Administrasi Publik (JMIAP), 5(3), 239–247. https://doi.org/10.24036/jmiap.v5i3.638

Batubara, M. C., & Anggraini, T. (2022). Analisis Pengaruh Layanan Digital terhadap Minat Generasi Z dalam Menggunakan Produk Perbankan Syariah. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 7(2), 706–725. https://doi.org/10.30651/jms.v7i2.14165

Darwin, S., Yohanes, D., Kunto, S., & Si, S. (2014). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia ± Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12.

Hasyim, Zuhra, I., Septi, A. J., & Dabutar, A. R. (2023). Pengaruh kualitas layanan BRI Mobile terhadap kepuasan nasabah (Studi pengguna BRI Mobile di fakultas ekonomi, Universitas Negeri Medan). Jurnal Ekonomi Dan Perbankan Syariah, 8(4), 764–778. Retrieved from https://doi.org/10.30651/jms.v8i4.20789

Hutapea, M. H., Bi Rahmani, N. A., & Tambunan, K. (2024). Pengaruh kualitas pelayanan, persepsi harga dan cita rasa terhadap kepuasan konsumen pada Durian Kocok 77 Tempuling. Jurnal Ilmiah Ekonomi Dan Manajemen, 2(5), 44–60. https://doi.org/10.61722/jiem.v2i5.1207

Mahmudah, & Rahmatika. (2021). Pengaruh Persepsi Kegunaan, Kemudahan Penggunaan, Kepercayaan, Kualitas Layanan, dan Word Of Mouth Terhadap Minat Penggunaan Mobile Banking 2020 (Studi Kasus Nasabah Bri Kc Semarang). Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 6(2), 419–441. Retrieved from http://103.114.35.30/index.php/Mas/article/view/6989

Mustafa Kamal Rokan, Nur Ahmadi Bi Rahmani, & Nurfatimah Munthe. (2022). Pengaruh Peran Manajer, Kualitas Pelayanan Islami Dan Kepercayaan Terhadap Loyalitas Melalui Kepuasan Pasien Bekam Sebagai Variabel Intervening Pada Mitra Sehat Thibun Nabawi Di Masa Covid-19. Jurnal Ilmiah Ekonomi Islam , 8(3), 3728–3736. https://doi.org/10.29040/jiei.v8i3.6752

Nasution, Muhammad Irwan Padli,. Nurbaiti,. Nurlaila,. Tri Inda Fadhila Rahma, K. (2020). Face Recognition Login Authentication for Digital Payment Solution at COVID-19 Pandemic. International Conference on Computer and Informatics Engineering, IC2IE, 48–51. https://doi.org/10.1109/IC2IE50715.2020.9274654

Prameswari, A., Namira Hsb, D., Nur Bayani, L., & Nurbaiti, N. (2022). Analisis Faktor-Faktor Yang Mempengaruhi Minat Mahasiswa UINSU Medan Dalam Menggunakan Sistem Pembayaran E- Wallet. JUSIBI (Jurnal Sistem Informasi Dan E-Bisnis), 4(1), 60–70. https://doi.org/10.54650/jusibi.v4i1.421

Putri, M., Bahas, R., & Yamit, Z. (2022). Pengaruh Digitalisasi terhadap Praktik Organisasi dan Kinerja Operasi pada PT. IGP Internasional Yogyakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 01(03), 16–23.

Rahmani, N. A. B. (2022). Metodologi Penelitian Kualitatif dan Kuantitatif. In Rahmani.

Saputra, R., Nasution, M. I. P., & Dharma, B. (2023). The Impact of Using AI Chat GPT on Marketing Effectiveness: A Case Study on Instagram Marketing. Indonesian Journal of Economics and Management, 3(3), 603–617. https://doi.org/10.35313/ijem.v3i3.4936

Tanzeh, A. (2018). Pengantar Metode Penelitian. Yogyakarta: Teras Publis.

Wahyuningsih, W., & Prabhata, I. (2024). Pengaruh Digitalisasi Dan Inovasi Pelayanan Website Jakevo Terhadap Kepuasan Masyarakat Di Keluarahan Cempaka Putih Barat Kota Jakarta Pusat. Reformasi Administrasi, 11(2), 244–252. https://doi.org/10.31334/reformasi.v11i2.4195

Yudi Siswadi, A. S. (2022). Literature Study on Fiqh Muamalah Digital Business Transactions (e-commerce). International Journal of Economics, Social Science, Entrepreneurship and Technology (IJESET), 1(3), 220–236.


Dimensions, PlumX, and Google Scholar Metrics

10.33650/profit.v9i1.12442


Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Juliana Nasution, Rahmi Syahriza

 



Creative Commons License

 

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Profit : Jurnal Kajian Ekonomi dan Perbankan Syariah
Published by Islamic Faculty of Nurul Jadid University, Probolinggo, East Java, Indonesia.