| Issue |
E3S Web Conf.
Volume 645, 2025
The 1st International Conference on Green Engineering for Sustainable Future (ICoGESF 2025)
|
|
|---|---|---|
| Article Number | 06010 | |
| Number of page(s) | 9 | |
| Section | Educational Sciences | |
| DOI | https://doi.org/10.1051/e3sconf/202564506010 | |
| Published online | 28 August 2025 | |
Bridging Expectations and Perceptions: A SERVQUAL Approach to Evaluating Wi-Fi Services in Higher Education
1 Department of Information System, Faculty of Engineering, Universitas Negeri Surabaya, 60231 Surabaya, Indonesia
2 Department of Information System, Faculty of Industrial Engineering, Telkom University, 40257 Bandung, Indonesia
3 Department of Computer Science, Vrije Universiteit Amsterdam, 1081 HV Amsterdam, Netherland
* Corresponding author: This email address is being protected from spambots. You need JavaScript enabled to view it.
Abstract
UnesaWiFi is a wireless network service covering the campus area of Surabaya State University (Unesa), with users comprising the entire academic community as well as non-academic members associated with Unesa. Given its critical role in supporting operational performance, regular evaluations of its utilization are necessary. One of the measurement tools used to evaluate information technology services is the Servqual model. The respondents for this survey are 142 individuals. The survey covers five variables: reliability, empathy, responsiveness, assurance, and tangibles, which are further broken down into 21 question indicators. The result of this research found that all five variables have negatif gap scores. It means that UnesaWifi, as perceived by users, does not yet meet the expected performance standards. By these results, we sugest 12 points improvement for each variable in order to improve the service quality from Information Technology Development Center Division to Unesa academic community.
© The Authors, published by EDP Sciences, 2025
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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