Analisis Kepuasan Siswa terhadap Layanan Teknologi Informasi di SMK Swadhipa 1 Natar menggunakan Metode CSI Dan IPA

As a vocational education institution, SMK Swadhipa 1 Natar is required to provide adequate facilities to support the development of its students' technical and practical skills. Although some facilities are already available, student complaints remain regarding the condition, availability, and utilization of these services, particularly those related to information technology.This study aims to analyze the level of student satisfaction with information technology services at SMK Swadhipa 1 Natar using a combination of Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The study was conducted through a quantitative approach by distributing questionnaires to 100 respondents selected using stratified random sampling techniques. The data collected were analyzed to determine the overall satisfaction score and identify factors of information technology services that were a priority for improvement. The results of the CSI analysis showed that the level of student satisfaction with school information technology services was in the good category, with an average score of 82%. Furthermore, the results of the IPA analysis revealed that information technology services such as computer services in the school lab, wifi networks, and school websites consisting of school exam applications, student registration applications and information about the school on the website were in the top priority quadrant because they had a high level of importance but their performance was still low. Based on these results, it can be concluded that although in general students stated that they were quite satisfied with the information technology services available, there were several important aspects, especially technology-based information technology services, that needed more attention from the school. Thus, recommendations for improving technological infrastructure and periodic evaluation of educational information technology services can help SMK Swadhipa 1 Natar in improving the quality of educational services and student satisfaction.