DIMENSIONS OF RELIABILITY AND ASSURANCE IN THE SERVICE QUALITY OF DIGITAL DEGREE LEGALIZATION AND ONLINE CERTIFICATES AT OPEN UNIVERSITY OF BENGKULU

Abstract

In measuring and analyzing the service quality of academic administration in the form of the aksi.ut.ac.id application within Open University of Bengkulu, the researcher used the SERVQUAL (Service Quality) method. This is the most well-known and commonly used evaluation method for measuring the quality of academic administration services at universities. The analysis of academic administration service quality through the aksi.ut.ac.id application will reveal which dimensions of the five SERVQUAL dimensions are not met based on the researcher's experience as a user of the application. Although broadly speaking, academic services at Open University of Bengkulu can be categorized as satisfying the desires and needs of students and alumni, especially for the aksi.ut.ac.id application, there are two obstacles that the researcher believes reduce the quality of academic services at Open University of Bengkulu, namely the dimensions of reliability and assurance. These factors contribute to the decline in the quality of academic services at Open University of Bengkulu. This research was conducted at Open University of Bengkulu because the researcher works at Open University of Bengkulu, which also provides access to the use of the aksi.ut.ac.id application, and the researcher is also a user of the application in serving students and alumni. The researcher is interested in further investigating the quality aspects that have not been fulfilled by the implementation of the aksi.ut.ac.id application, so that the objectives of academic administration service quality have not been fully achieved.