Analyzing Service Gaps and Improvement Priorities in Academic Administrative Services: A Gap and Importance-Performance Analysis Approach

This study aims to analyze the quality of academic administrative services in the Department of Primary School Physical Education, Faculty of Sports and Health Sciences, Universitas Negeri Yogyakarta, using the Gap Analysis and Importance Performance Analysis (IPA) approaches. The research focuses on examining the gap between students’ expectations of academic administrative services and their perceptions of the services received, and identifying priority areas for improvement based on levels of importance and performance. A quantitative survey design was employed. The research sample consisted of students from various faculties selected through purposive sampling. The research instrument was a questionnaire with a five-point Likert scale covering service quality dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was conducted by calculating the gap between perception and expectation scores and mapping service indicators into the IPA Cartesian diagram to determine improvement priorities. The results show that all service quality dimensions had negative gap values, indicating that service performance has not fully met students’ expectations. The tangibles and reliability dimensions had the most significant gaps, highlighting the need to improve facilities and service consistency. Based on the IPA, several service indicators fell into the quadrant of top-priority improvements, particularly regarding service timeliness, facility availability, and the competence of administrative staff. Accordingly, this study recommends continuously improving academic administrative service quality by upgrading facilities, enhancing human resource capacity, and strengthening technology-based service systems.