Sentiment Analysis of Students Toward Academic Services at Universitas Kristen Wira Wacana Sumba Using the SERVQUAL Method

Kristanti Rambu Banja Uru; Pingky Alfa Ray Leo Lede; Raynesta Mikaela Indri Malo

doi:10.59934/jaiea.v6i1.2683

Authors

Kristanti Rambu Banja Uru Universitas Kristen Wira Wacana Sumba
Pingky Alfa Ray Leo Lede Universitas Kristen Wira Wacana Sumba
Raynesta Mikaela Indri Malo Universitas Kristen Wira Wacana Sumba

DOI:

https://doi.org/10.59934/jaiea.v6i1.2683

Keywords:

Academic Services, SERVQUAL, Service Quality Gap, Sentiment Analysis, Student Satisfaction

Abstract

Academic service quality is an important factor influencing student satisfaction in higher education institutions. Regular evaluation is needed to assess whether the services provided meet student expectations. This study aims to analyze the quality of academic support services at Universitas Kristen Wira Wacana Sumba using the Service Quality (SERVQUAL) method combined with sentiment analysis. The SERVQUAL method measures the gap between student perceptions and expectations based on five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Sentiment analysis is applied to students’ open-ended comments to identify positive, neutral, and negative opinions. This study employed a descriptive quantitative approach with purposive sampling involving 30 active students. The results show that all SERVQUAL dimen Academic sions have negative gap values with an average of -0.37, indicating that the services have not fully met students' expectations. The responsiveness dimension shows the largest gap (-0.57), followed by reliability (-0.54), making them the main priorities for improvement. Sentiment analysis results indicate that 70% of students expressed positive opinions, 20% expressed neutral opinions, and 10% expressed negative opinions. The integration of SERVQUAL and sentiment analysis provides a comprehensive evaluation by combining quantitative measurements of service quality with qualitative insights into students’ perceptions.

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