The Effect of The Quality of Service of the Online-Based New Student Admission System on Public Satisfaction in Bogor City

Abstract

The acceleration of digital transformation has encouraged local governments to integrate information technology into public service delivery, one of which is through the implementation of the online New Student Admission System (SPMB) in Bogor City. This study aims to evaluate the extent to which the quality of online SPMB services impacts user satisfaction, utilizing an associative quantitative approach. The service quality measurement instrument uses the SERVQUAL framework, which encompasses five dimensions: tangibles, reliability, responsiveness, assurance, and empathy; while public satisfaction is measured through three aspects: conformity to expectations, intention to reuse, and tendency to recommend. This study involved 104 randomly selected respondents from among the parents of SPMB 2025 participants at SMPN 8 and SMPN 23 in Bogor City. Data collection was conducted through a Likert-scale questionnaire, structured interviews, and field observations, then analyzed using the Weight Mean Score (WMS), Pearson correlation, t-test, and coefficient of determination.