ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP EFEKTIFITAS SISTEM INFORMASI

Inforrnation is very important to management of decision making. Nowadays, the function of information system is one of the significant service components and is an asset to an organization. This research aims.to analyze the service quality towards the information system effectiveness. Service quality is an instrument offered as a measurement. SERVQUAL. measures the dimension of service quality which covers five dimensions, namely tangibles, reliability, responsiveness, assurance and empathy. The respondents of the research were the students of Sekolah Tinggi Manajemen Inforrnatika dan Komputer (School of Informatics and Computer Management) which is located on JI. Ring Road Utara, Condong Catur, Yogyakarta. The research employed survey method using the analysis of double linear regression. The results showed that the dimension of service quality, i.e., tangibles gap, reliability gap, responsiveness gap, assura.pce gap, and empathy gap partially did not significantly influence the information system effectiveness. However, the dimersions of service quality simultaneously influenced the information system effectiveness. Although there was a gap between perception and expectations, it did not influence the decline of information system effectiveness.