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INTERNATIONAL JOURNAL OF SOCIAL SERVICE AND
RESEARCH
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ACADEMIC INFORMATION SYSTEM MANAGEMENT TO IMPROVE SERVICE
QUALITY TO STUDENTS DURING THE COVID-19 PANDEMIC AT UNIVERSITIES IN JAMBI
PROVINCE
Sepryhatin Dioputra1, Novi Rukhviyanti2,
Achmad Pahrul Rodji3
STMIK IM Bandung, West Java, Indonesia1,2
Krisnadwipayana University, Bandung, West Java,
Indonesia3
Email: [email protected],
[email protected],
[email protected]
Abstract
Higher education with standards and good academic service management quality
is the goal of every university's efforts. In Jambi Province, in particular,
good management applied to a university is one of the essential factors in
improving the quality of service for students, the community, or the university
itself. Not a few universities whose academic service quality still does not
meet the satisfaction threshold in the assessment, one of which is
offline-based services that will usually hinder the delivery of existing
information. The universities of UNAMA (University of Stikom Dinamika Bangsa)
and IAI Tebo in Jambi Province are universities whose every delivery of
academic information focuses on computers and technology. The advantages and
disadvantages of the information system that is run, it is necessary to conduct
a study to combine each of the advantages and disadvantages of the two
universities. By applying qualitative methods, it is hoped will provide helpful
research results. The focus of this research is directed at (1). Planning, (2).
Implementation, (3). Evaluation (4). Solutions or follow-ups in improving the
quality of academic services at universities using the Deming cycle management
theory. This study uses a descriptive method with a qualitative approach and
data collection by conducting observations, interviews, and documentation
studies, so it can be concluded that a complete management information system
can be applied to other universities, especially those that are still offline.
Keywords: Universities; management; academic service information
systems
Received 24
May 2022, Revised 26 May 2022, Accepted 30 May 2022
INTRODUCTION
In the current era of globalization of the Industrial
Revolution 4.0, technological advances are overgrowing, especially in computers
and information systems. In the face of global competition and to meet the need
for information, universities need a sound information system to get quality
information. Information is needed for management as a source of accurate
decision-making. The existence of science and technology that is increasingly
advanced today will help a system run and its development. A well-developed and
smooth system will produce information effectively and efficiently, thus
supporting progress and supporting existing activities.
Information is the basis of decision-making, and if the
decision is late, it can be fatal for the organization. Nowadays, the high
value of information is due to the speed with which the information is
obtained, so the latest technologies are needed to obtain, process, and convey
it. The information needed includes information obtained from data processing
reports at an agency or organization. The data processing in question includes
storing, placing, and searching for data related to the operational
implementation of the organization or agency.
In general, systematic, integrated
data processing has been implemented by several agencies, one of which is the
UNAMA College and IAI Tebo Jambi Province, whose academic information system
management covers various aspects of data needs, ranging from primary,
secondary, and primary data acquisition. Development indicators are compiled
and computerized to provide analytical support or valuable input for
determining development directions and services. However, there are still
advantages and disadvantages that are indicators of the less than the optimal
implementation of the existing information system management. In addition,
problems that often arise from manual data management are ineffective and
inefficient archiving, reporting not actual data, and delays in delivering
academic service information.
With a study of the two
universities, it is hoped that it will be able to convert any shortcomings and
advantages of existing information system procedures so that it can produce a
complete academic information system management in the context of developing
his institution to face competition increasingly stringent. Every university
must have a robust and reliable management information system (Fatih, 2017). This
process is, of course, supported by applying a suitable method so that the
qualitative method feels right to solve the cases that occurred in the study.
One of the management models that can be applied to the Institute of Islamic
Religion (IAI) in Tebo Regency and UNAMA University Jambi Province in managing
information systems is the PDCA (Plan, Do Check, Action) management model,
which will result in continuous improvement or kaizen quality as seen in the
Deming Cycle (Benneyan & Chute, 1993).
The improvement model will run continuously and is developed on four main
components sequentially (Prasojo & Riyanto, 2011).
The Deming cycle is a continuous improvement model developed by W. Edward
Deming, which consists of four main components in sequence. Thus, the process
of managing information systems at universities can be started by planning what
needs are needed to complete the needs of information systems in order to
improve the quality of student services, conducting trials of developing
information system services that can be compared with various existing
information systems, identify errors or deficiencies in the development of
information systems, and provide effective and efficient solutions in the
application and development of information systems in order to improve the quality
of student services at universities.
The Academic Management Information System (SIM Academic)
is specifically designed to meet the needs of universities that want
computerized education services to improve performance, service quality,
competitiveness, and the quality of human resources (Sevima, 2020).
In addition to discussing academic information systems, in this study, the
researcher also tries to explain the relationship between information systems
and service quality, where a good information system will produce good service
quality. Academic Service Quality itself is meeting the needs of students or
students in educational services in an educational institution. From what is
expected and received, the quality of service must constantly be improved to
meet customers' needs, both students and students.
Based on the background of the problem above, this study
aims to develop a model of an academic information system based on meeting the
quality of information system services. In particular, the research aims to (1)
develop an information system management model based on academic information
system management to improve the quality of academic services at tertiary
institutions and (2) determine the empirical validity of information system
management on the modification of management information systems to improve the
quality of academic services, and describe the principles of management theory,
including (1) planning, (2) implementation, (3) evaluation, and (4) solutions
or follow-ups in improving the quality of academic services at universities.
METHOD
This research method is
descriptive with a naturalistic qualitative approach (Creswell & Creswell, 2017).
Through this study, the author will describe and analyze the implementation of
academic information system management in improving the quality of higher
education services.
In line with this method,
the following steps were taken; (1) selecting and determining the research
location, (2) communicating with the object to be selected, both formally and
informally, (3) identifying informants, and (4) recording everything that
occurred at the research location based on the facts of the document data,
observations and interviews were carried out. For recording, the researcher
will write down the facts at the location during the research. To produce
specific products, research that needs analysis is used to test the
effectiveness of these products so that they can function in the broader
community. Research is needed to test the effectiveness of these products (Sugiyono, 2019).
RESULTS AND DISCUSSION
Academic Information System Management to Improve Service Quality to
Students During the Covid-19 Pandemic at Universities in Jambi Province,
specifically at UNAMA and IAI Tebo, it is necessary to develop an information
system management model based on academic information system management. It is
also necessary to have empirical validity of information system management on
modifying information system management to improve the quality of academic
services. Academic information system management to improve the quality of this
service is also inseparable from the principles and management functions that
must be carried out systematically. This can be explained as follows:
Image
1. Plan, Do, Check, Act (PDCA) in developing a management model for higher
education academic information systems.
Planning (plan), in planning an academic information system, management
must understand and describe the form of service or information needs that will
be conveyed to students, the community, and lecturers. Then the description of
the identification results is used as a follow-up to the solution to the
problem. Planning the management of academic information systems is divided
into three stages. Namely, screening based on the emergence of several academic
information system problems felt by lecturers and those closest to students
(parents and families). A referral or transfer stage is carried out if the
problem cannot be admin/lectured. Overcome assignments to expert/professional
programmers (application development developers and so on). However, if the
admin/lecturer feels able to handle it, there is no need to make a referral.
The next stage is a specification, identification of results based on data
collection and screening, and referral stating that the information system
management problem is quite severe and requires handling; development actions
will be carried out by forming a team that will carry out development.
Identification is the initial planning of activities that precede
running the information system. Identification is the activity of marking or
recognizing something, which is defined as a screening process or the process
of finding cases in the field. Identification here can also be referred to as
the early detection of problematic academic information system management,
which has failed or is missing information. Identifying a problem means
identifying a condition or something that feels deviant. Problems in academic
information system management are obtained from student complaints, their
families, and lecturers' complaints when accessing information or from
experiences in the field.
Planning is determining goals and determining the best way to achieve
goals (Robbins & Coulter, 1999).
Planning is the function of a manager, which involves selecting alternative
objectives, policies, procedures, and programs (Koontz, O’Donnel, & Weihrich, 1986).
Planning is the function of managers to select goals, policies, procedures, and
programs from various alternatives. The first stage of the PDCA model is to
identify the problem to plan the steps that need to be taken to find a
solution. This is adapted to the size of the project, whether large or small,
complex or straightforward. Usually, this stage contains small steps that need
to be taken to plan appropriately to anticipate the possibility of failure.
Implementation (Do) of academic information system management, SIM
ACADEMIC (Academic Management Information System) is an Academic Information
System that was built to provide convenience to users in online campus academic
administration activities, such as the New Student Admission (PMB) process,
making class schedules, filling in the Study Plan Card (KRS), filling in
grades, guardianship, managing data for lecturers & students. This system
can also function as a support for data analysis in determining campus
decisions. Academic SIM is the right solution for universities because this
system is usually already integrated with several modules, including:
1)
New Student Admission (PMB)
2)
Academic Finance
3)
Host to Host
4)
Academic Administration System
5)
PDDIKTI Integrator
Management of academic information systems is an activity or process in
identifying and processing data, conveying data and evidence, which then responds
to these facts with a certain size or parameter based on a specific purpose. To
get the facts, data, and evidence, a method/measurement tool is needed. In
implementing management information systems, information system management
activities are carried out by one university and another, referring to the
theory of Do in the "Daming Cycle. The "Do" is to implement in
the PDCA cycle: "Develop and test potential solutions. The Do stage is the
stage of implementing or carrying out everything that has been planned at the
Plan stage, including carrying out the process, producing and collecting data
(data collection) which will then be used for the check and act".
Do in the management of academic information system management, implementing
an academic information system must go through the planning process of
screening, referral, and classification (B & Mclaughlin, 2015). An academic
information system can be carried out. The stages of the implementation of the
academic information system will be described in the chart below:
Evaluation (Check) in the management of academic information systems at
this evaluation stage, the researcher must determine what fields will be
evaluated. Evaluation of the information system for improving academic services
is carried out at the Bureau of Academic and Student Administration (BAAK),
focusing on the educational service process. Where the educational service
process in the Academic Administration Bureau has the task of providing
technical and administrative services in the academic field within the
university environment, the Academic Administration Bureau uses several
auxiliary applications. IT internal parties build supporting applications.
Until now, the implementation of the application has not been evaluated to
ensure alignment with the objectives of IT academic information system
management.
The process of data analysis coincides or rotates, which means that in
the data analysis process, starting from data collection to data analysis
itself, the data analysis process can be described as follows: According to
Miles and Huberman stated that 'qualitative data analysis uses words that are
always arranged in an expanded or described text. When giving meaning to the
data collected, the data is analyzed and interpreted (Ghony & F., 2014).
Evaluation in information systems is a systematic and continuous process in
collecting, interpreting, narrating, and presenting various information about a
program that can be used for decision-making, policy formulation, and program
development in the next step. Supervision or control of information systems is
a process of determining what is being and will be achieved, the standards used
or as guidelines in carrying out supervision, performance evaluation, and, if
necessary, corrective action from deviations so that performance goes according
to plan.
Follow-up (Act) In the act is the stage to take the necessary actions on
the check results. By following up or implementing a comprehensively improved
solution, two types of actions must be taken based on the results achieved
between others: "(1) Corrective Action, namely in the form of action
solutions to problems encountered in achieving the Target. The corrective
action must be taken if the results do not meet the achievement targets, and (2)
Standardization Actions, namely actions to standardize the best practices or
methods that have been taken. This standardization action is carried out if the
target results are achieved according to what has been set. The cycle will
return to the Plan stage to make further process improvements so that there is
a continuous process improvement cycle.”
Based on the process flow of planning, implementation, up to the time of
evaluation, the follow-up to the development of academic information systems at
universities can be implemented from the information system governance process
where information technology at universities will be empowered if accompanied
by policies that can improve the operationalization of roles and functions.
that information technology. Coherence of technology, work units, human
resources, and regulations should be carried out consistently.
CONCLUSION
By analyzing each previous
section, it can be concluded that the system running at UNAMA and IAI Tebo
universities so far has been carried out manually with the help of computer
technology. However, the system has been able to provide academic information,
both for the benefit of education management and customer satisfaction. Data and
information valid The effectiveness of the implementation of the Academic SIM
using the Academic Information System (SIAKAD) as a whole are 83.21% of the
expected criteria. Meanwhile, based on the dimensions of the effectiveness of
the information system, the results are system quality (system quality) of
86.67%, information quality of 83.00%, and service quality of 76.67%.
The implication obtained as a
future agenda from this finding is that the research can be carried out in
different places with a broader objective. It should be carried out for further
research in all public sector agencies. Further research can also expand the
model developed in this study to determine the effect of information systems on
individual performance, for example, by including user satisfaction variables.
In addition, academics and researchers need to prove the Theory of Reasoned
Action, Technology Acceptance Model, Task Technology Fit, and
Technology-to-Performance Chain in the public sector.
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