Information and Service Quality as Key Drivers of Student Satisfaction and Certification Success

Abstract

The rapid development of digital technologies in higher education has encouraged universities to integrate certification systems to enhance student competencies and graduate competitiveness. This study aims to examine the influence of system quality, information quality, and service quality of the Microsoft Certification System on student satisfaction and its implications for the fulfillment of the Diploma Supplement Certificate (SKPI) at Universitas 17 Agustus 1945 Samarinda. An explanatory quantitative approach was employed, involving 100 student respondents selected through purposive sampling. Data were analyzed using multiple linear regression with SPSS 29, supported by validity, reliability, and classical assumption tests. The findings reveal that, simultaneously, system quality, information quality, and service quality significantly influence both student satisfaction and SKPI fulfillment. However, partially, only information quality and service quality demonstrate significant positive effects, while system quality does not show a statistically significant impact. These results indicate that students place greater importance on the accuracy, relevance, and timeliness of information, as well as responsive and supportive service interactions, rather than solely on technical system performance. The model explains 45.0% of the variance in student satisfaction and 39.8% in SKPI fulfillment. In conclusion, improving information quality and service responsiveness is crucial for enhancing student satisfaction and ensuring effective SKPI completion. Universities are therefore encouraged to prioritize user-oriented information delivery and service excellence to support academic administration and strengthen graduate competitiveness.