Sistem Pelayanan Akademik Terhadap Keluhan Mahasiswa Pada Perguruan Tinggi Untuk Mencegah Mahasiswa Berhenti Kuliah Dengan Metode Web Responsive Design

  • Hendri Hendri STIKOM Dinamika Bangsa
  • Johni Paul Karolus Pasaribu


The current education industry in Indonesia continues to grow and competition is getting tougher so that more and more universities are competing to be able to provide better academic services to get students or prospective students. To be able to win the competition, universities must be able to provide maximum service quality. Good service will certainly make students feel comfortable and at home in the learning process at college so that it can reduce the number of students who stop studying, leave and drop out. Academic services as the core of business in universities must certainly be improved  in order to increase the number of students who will enter the University. If the university does not know what the student's problems / obstacles are in the lecture process, it will certainly be difficult to find reasons why students drop out or why students leave. The purpose of this study is to create an academic service system for student complaints. It is hoped that the upper management of higher education can find out what problems / obstacles students are facing from the start so that they can prevent students from dropping out of college by providing correct solutions according to student needs.


[1] V. J. Rahareng and N. Relawan, “THE INFLUENCE OF THE ACADEMIC SERVICE QUALITY TOWARD STUDENT SATISFACTION (Study on Students of Business Administration of Telkom University),” J. AdBispreneur, vol. 2, no. 2, pp. 125–133, 2017.
[2] J. Franzese, K. Pecinka, and J. Schwenk, “Alternative Clinical Experience Through Academic Service-Learning Develops Into a Partnership for Mental Health Rotation,” Teach. Learn. Nurs., vol. 15, no. 1, pp. 77–81, 2020, doi: 10.1016/j.teln.2019.10.002.
[3] L. Shurson, T. Godfrey, K. Flamm, M. Bertsch, E. Broughton, and A. Prettyman, “Utilizing Academic–Service Partnerships to Advance the Care of Veterans,” J. Nurse Pract., vol. 17, no. 5, pp. 605–610, 2021, doi: 10.1016/j.nurpra.2021.01.013.
[4] Y. I. Melani, “Sistem Pengaduan Layanan Akademik Menggunakan Responsive Web Design,” J. Sisfokom (Sistem Inf. dan Komputer), vol. 8, no. 1, pp. 39–45, 2019, doi: 10.32736/sisfokom.v8i1.597.
[5] E. Yulsilviana, A. Yusnita, and M. Ridhuan. S, “Sistem Informasi Administrasi Akademik Pada Baak Stmik Widya Cipta Dharma Samarinda Berbasis Web,” Sebatik, vol. 16, no. 1, pp. 26–33, 2016, doi: 10.46984/sebatik.v16i1.77.
[6] I. G. Y. Pratama, S. A. Wicaksono, and M. C. Saputra, “Pengembangan Sistem Informasi Manajemen Pelaporan Sarana dan Prasarana Studi pada Fakultas Ilmu Komputer Universitas Brawijaya,” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 11, p. 5367, 2018.
[7] J. Fu, Y. Wang, Y. Zhou, and X. Wang, “How resource utilization influences UI responsiveness of Android software,” Inf. Softw. Technol., vol. 141, p. 106728, Jan. 2022, doi: 10.1016/J.INFSOF.2021.106728.
[8] A. Mital, N. Siltala, E. Järvenpää, and M. Lanz, “Web-based solution to automate capability matchmaking for rapid system design and reconfiguration,” Procedia CIRP, vol. 81, pp. 288–293, 2019, doi: 10.1016/j.procir.2019.03.050.
[9] M. Sadeghnezhad, F. Heshmati Nabavi, F. Najafi, H. Kareshki, and H. Esmaily, “Mutual benefits in academic-service partnership: An integrative review,” Nurse Educ. Today, vol. 68, pp. 78–85, 2018, doi: 10.1016/j.nedt.2018.05.019.
[10] C. Beer, C., & Lawson, “The problem of student attrition in higher education: An alternative perspective. Journal of Further and Higher Education, 41(6),” Taylor Fr., pp. 773–784, 2017, doi:
[11] J. Beech et al., “Closing the Gap | Closing The Gap,” no. January, pp. 1–28, 2019.
[12] C. Hamshire, K. Jack, R. Forsyth, A. M. Langan, and W. E. Harris, “The wicked problem of healthcare student attrition,” Nurs. Inq., vol. 26, no. 3, pp. 1–8, 2019, doi: 10.1111/nin.12294.
[13] H. Pillay, J. J. Watters, L. Hoff, and M. Flynn, “Dimensions of effectiveness and efficiency: a case study on industry–school partnerships,” J. Vocat. Educ. Train., vol. 66, no. 4, pp. 537–553, 2014, doi: 10.1080/13636820.2014.961524.
[14] J. A. Beal, “Academic-Service Partnerships in Nursing: An Integrative Review,” Nurs. Res. Pract., vol. 2012, pp. 1–9, 2012, doi: 10.1155/2012/501564.
[15] M. G. H. JanJones-Schenk, “Emotional intelligence: An admission criterion alternative to cumulative grade point averages for prelicensure students,” Nurse Educ. Today, vol. 34, no. 3, pp. 413–420, 2014, doi:
[16] C. Abele, B. Penprase, and R. Ternes, “A closer look at academic probation and attrition: What courses are predictive of nursing student success?,” Nurse Educ. Today, vol. 33, no. 3, pp. 258–261, 2013, doi: 10.1016/j.nedt.2011.11.017.
[17] R. Defries and H. Nagendra, “Ecosystem management as a wicked problem,” Science (80-. )., vol. 356, no. 6335, pp. 265–270, 2017, doi: 10.1126/science.aal1950.
[18] D. Delen, K. Topuz, and E. Eryarsoy, “Development of a Bayesian Belief Network-based DSS for predicting and understanding freshmen student attrition,” Eur. J. Oper. Res., vol. 281, no. 3, pp. 575–587, 2020, doi: 10.1016/j.ejor.2019.03.037.
[19] D. Delen, “A comparative analysis of machine learning techniques for student retention management,” Decis. Support Syst., vol. 49, no. 4, pp. 498–506, 2010, doi: 10.1016/j.dss.2010.06.003.
[20] V. Guerola-Navarro, H. Gil-Gomez, R. Oltra-Badenes, and J. Sendra-García, “Customer relationship management and its impact on innovation: A literature review,” J. Bus. Res., vol. 129, no. March, pp. 83–87, 2021, doi: 10.1016/j.jbusres.2021.02.050.
[21] Z. Soltani, B. Zareie, F. S. Milani, and N. J. Navimipour, “The impact of the customer relationship management on the organization performance,” J. High Technol. Manag. Res., vol. 29, no. 2, pp. 237–246, Nov. 2018, doi: 10.1016/J.HITECH.2018.10.001.
[22] P. Sivaraks, D. Krairit, and J. C. S. Tang, “Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand,” J. High Technol. Manag. Res., vol. 22, no. 2, pp. 141–157, Jan. 2011, doi: 10.1016/J.HITECH.2011.09.006.
[23] A. Josiassen, A. G. Assaf, and L. K. Cvelbar, “CRM and the bottom line: Do all CRM dimensions affect firm performance?,” Int. J. Hosp. Manag., vol. 36, pp. 130–136, Jan. 2014, doi: 10.1016/J.IJHM.2013.08.005.
[24] D. Putri, R. Retno Wulan, and A. Ilfandy Imran, “Kepuasan Mahasiswa Telkom University Dalam Penanganan Keluhan Berbasis Media Sosial Facebook,” J. Sosioteknologi, vol. 15, no. 1, pp. 41–49, 2016, doi: 10.5614/sostek.itbj.2016.15.1.4.
[25] K. Dekemele, A. Chevalier, and M. Loccufier, “ODYSC: A responsive educational web app for dynamics and control,” IFAC-PapersOnLine, vol. 51, no. 4, pp. 310–315, 2018, doi: 10.1016/j.ifacol.2018.06.083.
How to Cite
HENDRI, Hendri; PASARIBU, Johni Paul Karolus. Sistem Pelayanan Akademik Terhadap Keluhan Mahasiswa Pada Perguruan Tinggi Untuk Mencegah Mahasiswa Berhenti Kuliah Dengan Metode Web Responsive Design. Jurnal Processor, [S.l.], v. 17, n. 2, p. 66 - 73, oct. 2022. ISSN 2528-0082. Available at: <>. Date accessed: 26 jan. 2023. doi: