Digital Customer Satisfaction Service Management Model Innovation Through Digital Literacy-Based Digital Service Excellence Education

Abstract

This study aims to create a satisfaction-based Digital Service Excellence (DSE) measurement instrument through strengthening digital literacy for education staff in DKI Jakarta. The digital service excellence measurement instrument developed by researchers refers to the Servqual model which is modified according to field requirements. The unit of analysis in this study was students of state junior high schools in DKI Jakarta, with an affordable population of 413 state junior high school students, which was carried out by proportional random sampling. The method used in this study is a quantitative descriptive method, with data collection techniques through distributing questionnaires, and data analysis techniques using descriptive statistics. The results of this study indicate that overall the level of student satisfaction with digital service excellence for education staff in Indonesia is quite satisfied. The results of measuring student satisfaction on the dimensions of administrative services, library services, laboratory services, and digital service excellence special services were also quite satisfied. Satisfaction-based digital service excellence measurement instruments resulting from this study can be used as an instrument for evaluating the competence of education staff in Indonesia.

Exploring the Link: How Service Quality Influences Student Satisfaction and Fosters Loyalty in Educational Institutions

“…With the expansion of enrollment in Chinese universities, competition among private higher education institutions has intensified, highlighting the importance of student satisfaction and loyalty for the sustainable development of universities.This research investigates the impact of service quality and management on student loyalty in Guangxi's private universities, which heavily rely on student enrollment for income and face intense competition (Sari et al, 2022). It aims to improve the overall quality of higher education services to enhance student satisfaction and loyalty.…”