The quality of Bogor City's online New Student Admission System (SPMB) has a significant impact on public satisfaction, according to a 2026 study conducted by Refina Nurhazizah and Irma Purnamasari from the Faculty of Social Sciences and Social Sciences at Djuanda University, Indonesia. The research found that the digital admission platform has generally been well received by parents and users, demonstrating how technology-based public services can improve transparency, efficiency, and accessibility in education administration.
The findings were published in the International Journal of Applied Research and Sustainable Sciences (IJARSS) and provide important insights into the effectiveness of Indonesia’s ongoing digital transformation in public education services. As governments increasingly adopt e-government initiatives, understanding public perceptions of digital services has become essential for improving policy implementation and user experience.
Digital Transformation Changes Student Admissions
The rapid development of information technology has transformed how public services are delivered across Indonesia. One notable example is the implementation of the Online New Student Admission System (SPMB), which replaced the previous PPDB system in 2025.
In Bogor City, the SPMB platform is managed through the official portal operated by the Bogor City Education Office. The updated system introduced several important changes, including the integration of population database verification through the Civil Registration Office (Dukcapil) and a more comprehensive student selection mechanism.
The 2025 SPMB system introduced four admission pathways: domicile, affirmative action, achievement, and transfer. Unlike the previous zoning system, domicile verification is now based on official Family Card data recorded at least one year before registration. This approach was designed to improve fairness, reduce manipulation, and increase transparency in the admission process.
Despite these improvements, challenges remained during implementation. Several schools experienced internet connectivity issues, server instability during peak registration periods, and difficulties among parents with limited digital literacy. These challenges prompted researchers to examine whether service quality directly influences public satisfaction with the online admission system.
How the Research Was Conducted
The study involved 104 respondents consisting of parents whose children registered through the SPMB Online system at SMPN 8 Bogor City and SMPN 23 Bogor City, as well as members of the admission management committee.
Researchers used questionnaires, interviews, and field observations to evaluate service quality and public satisfaction. Service quality was assessed using the internationally recognized SERVQUAL framework, which measures five key dimensions:
- Tangibles (physical and digital infrastructure)
- Reliability
- Responsiveness
- Assurance
- Empathy
Public satisfaction was measured through three indicators:
- Conformity to expectations
- Intention to reuse the service
- Willingness to recommend the service to others
The collected data were analyzed using statistical methods to determine the strength of the relationship between service quality and public satisfaction.
Service Quality Rated Very Good
The study found that the overall quality of SPMB Online services achieved an average score of 4.33 out of 5, categorized as “Very Good.”
Among the five service quality dimensions, reliability received the highest score at 4.60. Respondents believed the system operated accurately, consistently, and according to established procedures. Timeliness of service and accuracy of the admission process were particularly appreciated by users.
Other dimensions also received strong evaluations:
- Reliability: 4.60 (Very Good)
- Empathy: 4.53 (Very Good)
- Responsiveness: 4.19 (Good)
- Tangibles: 4.18 (Good)
- Assurance: 4.15 (Good)
Researchers noted that the lowest score appeared in the tangibles dimension due to limited supporting infrastructure at some schools. For example, SMPN 23 reportedly experienced internet connectivity limitations that required staff to rely on mobile hotspot connections during the registration process.
Public Satisfaction Also Reached High Levels
Public satisfaction with the SPMB Online service achieved an average score of 4.29, which was also categorized as “Very Good.”
The strongest aspect was conformity to expectations, which scored 4.47. Parents generally believed that the admission process matched their expectations regarding transparency, fairness, and efficiency.
Key findings included:
- Conformity to Expectations: 4.47 (Very Good)
- Interest in Reusing Services: 4.22 (Very Good)
- Willingness to Recommend: 4.20 (Good)
Respondents particularly appreciated the transparency of the selection process and the timeliness of admission results. However, willingness to recommend the system to others received slightly lower scores. Researchers suggest that memories of technical disruptions during the first days of registration may have influenced these perceptions.
Strong Statistical Relationship Between Service Quality and Satisfaction
One of the study’s most important findings is the clear relationship between service quality and public satisfaction.
The statistical analysis revealed a correlation coefficient of 0.662, indicating a strong positive relationship between the two variables. In practical terms, better service quality leads to higher levels of public satisfaction. The relationship was statistically significant, confirming that the finding was not due to chance.
The researchers also found that service quality explains 43.8 percent of public satisfaction with the online admission system. The remaining 56.2 percent is influenced by other factors such as digital literacy, access to internet facilities, public communication, and supporting infrastructure.
According to Refina Nurhazizah and Irma Purnamasari of Djuanda University, these findings confirm that service quality remains one of the most important determinants of successful digital public services. When online systems are reliable, transparent, secure, and supported by responsive staff, users are more likely to trust and appreciate the service.
Implications for Education Policy and Digital Government
The study offers several practical recommendations for policymakers and education administrators.
Researchers recommend increasing server capacity during peak registration periods, expanding internet infrastructure in schools, simplifying registration procedures, and strengthening public education regarding system usage. They also emphasize the importance of improving digital literacy among parents and maintaining responsive technical support throughout the admission process.
The findings demonstrate that digital transformation in education is not solely about technology. Successful implementation also depends on human-centered service design, effective communication, and continuous evaluation of user experiences.
As Indonesia continues expanding e-government initiatives, the Bogor City SPMB Online experience provides a valuable example of how digital services can improve efficiency while maintaining public trust and satisfaction.
Author Profile
Refina Nurhazizah is a researcher from the Faculty of Social Sciences and Social Sciences, Djuanda University, Indonesia. Her academic interests focus on public administration, digital public services, e-government implementation, and community satisfaction studies.
Irma Purnamasari, is a lecturer and researcher at Djuanda University specializing in public administration, governance, public service quality, and public policy analysis. Her work frequently examines the relationship between government service performance and citizen satisfaction.
Research Source
Title: The Effect of The Quality of Service of the Online-Based New Student Admission System on Public Satisfaction in Bogor City
Authors: Refina Nurhazizah & Irma Purnamasari
Affiliation: Faculty of Social Sciences and Social Sciences, Djuanda University, Indonesia
Journal: International Journal of Applied Research and Sustainable Sciences (IJARSS)
Year: 2026
Volume: 4, Issue 4, Pages 385–400
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