Improving the Quality of Academic Services in Higher Education by the Development of SIMANTAP

Abstract

Universities as educational providers need to provide good academic services for students. Academic services in the 4.0 era can be provided by creating an internet-based academic system. When a university does not have an internet-based academic service system, the university cannot provide good and quality academic services. This article aims at developing and analyzing academic services at universities by using an internet-based academic service system and Enterprise Architecture (EA). An academic service system called SIMANTAP (Sistem Informasi Manajemen Akademik Terpadu/Integrated Academic Management Information System) was made to implement in the academic service system at a university. The research method used was design-based research using the stages of defining, designing, developing, and reflecting. The research was conducted at four faculties at one university in West Java Province, Indonesia, which did not have an internet-based academic service system. The results showed that the utilization of academic service systems in universities has an important role in the process of conducting academic activities both for students, lecturers, and university staff. The academic activities were greatly helped by the use of internet-based academic service system. In its implementation, all users needed to know more and get used to using it, and the system designer needs to be responsive to anticipate any weaknesses in the system so that the academic service process runs well continuously.

Satisfaction on the university frontline services: From the lens of transacting students and employees

“…Institutions of higher education as the rudimentary provider of both academic and non-academic services to their clients [1], client satisfaction on their frontline services is the most imperative asset they may have. It is the main driver for performance and relies heavily on frontline service habits [2].…”