Analysis of the Implementation of E-Service Quality Based Chatbots to Improve Academic Services in the Management Study Program at UPN “Veteran” Jawa Timur

Abstract

This study analyzes the implementation of an e-Service Quality-based chatbot integrated with the Discord application to improve academic services in the Management Study Program at UPN "Veteran" Jawa Timur. Using a quantitative descriptive method, data were collected through surveys of 95 students and analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The study evaluates variables including e-service quality, chatbot usability, and student satisfaction during the 2025 observation. The results show a CSI score of 74.2%, indicating student satisfaction. However, some service aspects such as personalization and responsiveness require improvement. This research implies that chatbot-based automation can enhance efficiency, accuracy, and responsiveness in academic services.