Bridging Expectations and Perceptions: A SERVQUAL Approach to Evaluating Wi-Fi Services in Higher Education

UnesaWiFi is a wireless network service covering the campus area of Surabaya State University (Unesa), with users comprising the entire academic community as well as non-academic members associated with Unesa. Given its critical role in supporting operational performance, regular evaluations of its utilization are necessary. One of the measurement tools used to evaluate information technology services is the Servqual model. The respondents for this survey are 142 individuals. The survey covers five variables: reliability, empathy, responsiveness, assurance, and tangibles, which are further broken down into 21 question indicators. The result of this research found that all five variables have negatif gap scores. It means that UnesaWifi, as perceived by users, does not yet meet the expected performance standards. By these results, we sugest 12 points improvement for each variable in order to improve the service quality from Information Technology Development Center Division to Unesa academic community.