Social Science and Human Research Bulletin

Purpose – This study aims to analyze the role of Information and Communication Technology (ICT) in enhancing academic service quality and student satisfaction in higher education.

Method – A descriptive survey was conducted at the Faculty of Education and Psychology, Universitas Negeri Semarang (UNNES), involving 67 administrative staff and 2,004 students. Data were collected through questionnaires and analyzed descriptively.

Result – From the staff perspective, ICT infrastructure and internet access were generally adequate to support academic services, although opportunities for professional development remained limited. From the student perspective, academic staff were perceived as competent and courteous; however, about 8–10% of respondents expressed dissatisfaction, particularly regarding responsiveness and interpersonal interactions.

Implication – The findings indicate that ICT significantly contributes to efficiency, accessibility, and transparency in academic services, but its effectiveness depends on staff competence and professionalism. Universities should therefore integrate ICT investments with continuous staff training and ICT-based feedback systems to ensure service excellence and sustained student satisfaction.

academic services, higher education, ICT, service quality, student satisfaction.

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