Analysis of Statistical Information System Service Quality Using the SERVQUAL Method: A Systematic Literature Review

The advancement of information technology has encouraged government agencies to leverage information systems to support data management and dissemination to the public. One such implementation is the Statistical Information System, which provides statistical data to support planning, monitoring, and evidence-based decision-making. Service quality is a critical determinant of user satisfaction with such systems, yet comprehensive synthesis of empirical evidence regarding the service quality of government Statistical Information Systems remains limited. This study aims to analyze the service quality of government Statistical Information Systems using the SERVQUAL method through a Systematic Literature Review (SLR) approach. The SERVQUAL method evaluates service quality across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Following the PRISMA-based SLR procedure, the review process encompassed identification, screening, eligibility assessment, and inclusion of relevant studies, followed by data extraction, frequency-based analysis, and synthesis. A total of 50 articles published between 2015 and 2026 were retrieved from Google Scholar, Garuda, and ScienceDirect. The frequency analysis indicates that Reliability (28%), Responsiveness (24%), and Assurance (20%) are the most dominant SERVQUAL dimensions reported in prior studies, followed by Tangibles (16%) and Empathy (12%). The synthesis further reveals a consistent positive relationship between SERVQUAL-based service quality and user satisfaction, trust, and continued system usage. This study contributes a structured theoretical foundation and practical recommendations for improving the service quality of government Statistical Information Systems and provides a reference for future empirical and methodological research.

Statistical Information System; Service Quality; Servqual; User Satisfaction; Systematic Literature Review.

1. Agus, A. (2025). Digital banking service quality analysis in regional government agencies. Jurnal Teknologi dan Sistem Informasi, 11(1), 1–10. [Google Scholar] [Crossref]

2. Angraini, & Nofriansyah, D. (2019). Analysis of information system service quality using the SERVQUAL method. Jurnal Sistem Informasi, 15(2), 45–56. [Google Scholar] [Crossref]

3. Arasli, H., Mehtap-Smadi, S., & Katircioglu, S. T. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality, 15(1), 41–56. https://doi.org/10.1108/09604520510575254 [Google Scholar] [Crossref]

4. Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021 [Google Scholar] [Crossref]

5. Buttle, F. (1996). SERVQUAL: Reviewss, critique, research agenda. European Journal of Marketing, 30(1), 8–32. https://doi.org/10.1108/03090569610105762 [Google Scholar] [Crossref]

6. Connolly, R., Bannister, F., & Kearney, A. (2010). Government website service quality: A study of the Irish revenue online service. European Journal of Information Systems, 19(6), 649–667. https://doi.org/10.1057/ejis.2010.45 [Google Scholar] [Crossref]

7. Dewi, R., & Santoso, A. (2022). Banking website service quality measurement with E-SERVQUAL. Jurnal Sistem Informasi dan Teknologi, 4(3), 112–120. [Google Scholar] [Crossref]

8. Fathoni, A. (2021). Web-based information system service quality analysis. Jurnal Ilmu Komputer dan Informatika, 7(1), 33–41. [Google Scholar] [Crossref]

9. Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207–228. https://doi.org/10.1016/j.jsis.2010.05.001 [Google Scholar] [Crossref]

10. Gunawan, D. (2022). SPADA Dikti e-learning website service quality analysis using SERVQUAL. Jurnal Pendidikan dan Teknologi Informasi, 6(2), 88–97. [Google Scholar] [Crossref]

11. Handoyo, B. (2024). User satisfaction analysis of e-attendance using SERVQUAL. Jurnal Manajemen Sumber Daya Manusia dan Teknologi, 9(1), 22–30. [Google Scholar] [Crossref]

12. Hendharsetiawan, P. (2025). Service quality analysis on customer satisfaction in digital services. Jurnal Bisnis dan Teknologi Digital, 3(1), 14–23. [Google Scholar] [Crossref]

13. Hidayat, R. (2022). The effect of E-SERVQUAL on public trust in E-PPID. Jurnal Informasi dan Komunikasi Publik, 5(2), 67–78. [Google Scholar] [Crossref]

14. Indrawati, Suryanto, T., & Putra, A. (2019). Library information system user satisfaction analysis with PIECES framework. Jurnal Perpustakaan dan Informasi, 4(1), 10–19. [Google Scholar] [Crossref]

15. Iqbal, M. (2024). E-Health Surabaya service quality analysis using E-SERVQUAL and importance-performance analysis. Jurnal Kesehatan Digital dan Teknologi Informasi, 8(2), 55–66. [Google Scholar] [Crossref]

16. Irfan Al Rasyid, M., Pratiwi, D., & Hartono, B. (2022). User satisfaction analysis of MOLA LMS using E-SERVQUAL. Jurnal Teknologi Pendidikan, 24(1), 41–52. [Google Scholar] [Crossref]

17. Jiang, J. J., Klein, G., & Carr, C. L. (2002). Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly, 26(2), 145–166. https://doi.org/10.2307/4132324 [Google Scholar] [Crossref]

18. Jonkisz, A. (2021). The SERVQUAL method as a tool for evaluating quality of health information services. International Journal of Environmental Research and Public Health, 18(20), 10758. https://doi.org/10.3390/ijerph182010758 [Google Scholar] [Crossref]

19. Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5–6), 737–766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x [Google Scholar] [Crossref]

20. Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Pearson Education. [Google Scholar] [Crossref]

21. Kurniawan, D. (2021). Service quality analysis of statistical data providers in Indonesia. Jurnal Statistik dan Teknologi Informasi, 3(2), 77–85. [Google Scholar] [Crossref]

22. Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445 [Google Scholar] [Crossref]

23. Landrum, H., Prybutok, V., Zhang, X., & Peak, D. (2009). Measuring IS system service quality with SERVQUAL: Users' perceptions of relative importance of the five SERVPERF dimensions. Informing Science: The International Journal of an Emerging Transdiscipline, 12, 17–35. https://doi.org/10.28945/427 [Google Scholar] [Crossref]

24. Lestari, N. (2022). Population information system service quality analysis using SERVQUAL. Jurnal Administrasi Publik dan Teknologi, 6(1), 29–38. [Google Scholar] [Crossref]

25. Nofriansyah, D. (2020). Decision support system for information system service quality evaluation using SERVQUAL. Jurnal Sistem Pendukung Keputusan, 5(1), 19–27. [Google Scholar] [Crossref]

26. Nugroho, A., & Haryanto, B. (2023). SERVQUAL method application in financial institutions. Jurnal Keuangan dan Perbankan Digital, 7(2), 101–110. [Google Scholar] [Crossref]

27. Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly, 29(1), 98–109. https://doi.org/10.1016/j.giq.2011.08.011 [Google Scholar] [Crossref]

28. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. [Google Scholar] [Crossref]

29. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156 [Google Scholar] [Crossref]

30. Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187. https://doi.org/10.2307/249687 [Google Scholar] [Crossref]

31. Prasetyo, B., & Mulyani, S. (2020). User satisfaction analysis of statistical information systems in government agencies. Jurnal Sistem Informasi Pemerintahan, 5(1), 12–21. [Google Scholar] [Crossref]

32. Pratama, R. (2020). Village website service quality measurement using SERVQUAL. Jurnal Sistem Informasi Desa, 2(1), 8–16. [Google Scholar] [Crossref]

33. Puspitasari, D., & Widodo, A. (2021). E-government service quality measurement using SERVQUAL. Jurnal E-Government dan Pelayanan Publik, 7(1), 35–44. [Google Scholar] [Crossref]

34. Putri, A. (2024). Financial information system service quality analysis. Jurnal Keuangan dan Teknologi Informasi, 10(2), 90–99. [Google Scholar] [Crossref]

35. Rahmadhani, R. (2024). Public service performance analysis using SERVQUAL. Jurnal Administrasi dan Kebijakan Publik, 11(1), 50–60. [Google Scholar] [Crossref]

36. Ramadhan, M. A. (2023). Implementation of SIM BPD application service quality with SERVQUAL. Jurnal Sistem Informasi Desa dan Pemerintahan, 4(2), 65–74. [Google Scholar] [Crossref]

37. Rasyid, I. A. (2022). Application of E-SERVQUAL for information system service evaluation. Jurnal Sistem Informasi Akademik, 6(1), 27–36. [Google Scholar] [Crossref]

38. Sari, D., & Putra, H. (2023). Evaluation of local government information system service quality using SERVQUAL. Jurnal Pemerintahan dan Teknologi Informasi, 8(2), 70–81. [Google Scholar] [Crossref]

39. Sari, F., Hartati, S., & Yulianto, E. (2023). Effect of system, information, and service quality on hospital information system user satisfaction. Jurnal Manajemen Rumah Sakit dan Teknologi Informasi, 9(1), 18–28. [Google Scholar] [Crossref]

40. Santoso, B., & Cahyadi, D. (2020). Mobile application service quality analysis using SERVQUAL. Jurnal Aplikasi Mobile dan Teknologi, 3(1), 5–14. [Google Scholar] [Crossref]

41. Setiawan, B. (2023). E-commerce application service quality analysis using SERVQUAL. Jurnal E-Commerce dan Bisnis Digital, 5(2), 60–69. [Google Scholar] [Crossref]

42. Sinawati, R., Permana, A., & Lestari, D. (2023). Information system service quality analysis with SERVQUAL and Kano model integration. Jurnal Rekayasa Sistem dan Teknologi Informasi, 11(1), 1–12. [Google Scholar] [Crossref]

43. Sudirjo, F. (2024). Statistical information system service quality analysis using user-centered design and SERVQUAL. Jurnal Sistem Informasi Statistik dan Pemerintahan, 2(1), 1–11. [Google Scholar] [Crossref]

44. Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2), 195–208. https://doi.org/10.2307/249419 [Google Scholar] [Crossref]

45. Veronica, S. (2025). Service quality analysis of administrative information system providers. Jurnal Administrasi Pemerintahan Digital, 3(1), 15–25. [Google Scholar] [Crossref]

46. Wahyudin, A., & Ramadhan, M. (2022). Banking information system service quality analysis using SERVQUAL. Jurnal Perbankan dan Teknologi Keuangan, 6(2), 80–89. [Google Scholar] [Crossref]

47. Watson, R. T., Pitt, L. F., & Kavan, C. B. (1998). Measuring information systems service quality: Concerns for a complete canvas. MIS Quarterly, 22(1), 61–79. https://doi.org/10.2307/249678 [Google Scholar] [Crossref]

48. Whitten, D. (2004). Information systems service quality measurement: A literature review. Journal of Information Technology Management, 15(1), 1–10. [Google Scholar] [Crossref]

49. Wider, W. (2024). Bibliometric analysis of SERVQUAL research trends in education. Journal of Higher Education Technology and Management, 12(1), 33–45. [Google Scholar] [Crossref]

50. Wijaya, T. (2021). Evaluation of BPD DIY mobile banking service quality using E-SERVQUAL. Jurnal Keuangan dan Perbankan, 25(2), 200–211. [Google Scholar] [Crossref]

51. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911 [Google Scholar] [Crossref]

53. Suggested Additional References (for Further Strengthening) [Google Scholar] [Crossref]

55. To further strengthen the theoretical foundation of this study, the following internationally recognized references on SERVQUAL, E-SERVQUAL, information systems quality, and user satisfaction are recommended for consideration in future revisions. [Google Scholar] [Crossref]

56. DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748 [Google Scholar] [Crossref]

57. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304 [Google Scholar] [Crossref]

58. Li, H., & Suomi, R. (2009). A proposed scale for measuring e-service quality. International Journal of u- and e-Service, Science and Technology, 2(1), 1–10. [Google Scholar] [Crossref]

59. Tarigan, J. (2008). User satisfaction using SERVQUAL applied to e-government services. International Journal of Electronic Government Research, 4(2), 1–16. https://doi.org/10.4018/jegr.2008040101 [Google Scholar] [Crossref]

60. Akinwale, A. T., & Kyari, A. K. (2020). E-government service quality assessment: A SERVQUAL-based approach. International Journal of Public Administration in the Digital Age, 7(1), 1–18. [Google Scholar] [Crossref]

• What the Desert Fathers Teach Data Scientists: Ancient Ascetic Principles for Ethical Machine-Learning Practice
• Comparative Analysis of Some Machine Learning Algorithms for the Classification of Ransomware
• Comparative Performance Analysis of Some Priority Queue Variants in Dijkstra’s Algorithm
• Transfer Learning in Detecting E-Assessment Malpractice from a Proctored Video Recordings.
• Dual-Modal Detection of Parkinson’s Disease: A Clinical Framework and Deep Learning Approach Using NeuroParkNet