International Journal of Engineering and Advanced Technology (IJEAT) ISSN: 2249 – 8958, Volume-8 Issue-6, August 2019 2500 Published By: Blue Eyes Intelligence Engineering & Sciences Publication Retrieval Number F8561088619/2019©BEIESP DOI: 10.35940/ijeat.F8561.088619 Abstract: This research aims at seeing the improvement a quality of services through information system model of academic service based on customer relationship management (CRM) at university. This research is a part of developing research through a research and development ADDIE model that consists of Analyze, doing needs analysis and literature review. Design, determining the purposes of model design and describing each components of model. Develop, developing products and focusing on group discussion and experts’ reviews. Implement practicality test and effectively test. And Evaluate. This research only focuses on implementing, along with applying an information system model of academic service based on CRM at university. Subject of this research is Universitas Dharmas Indonesia, Sumatera Barat. Hypothesis testing done on this research is through Wilcoxon testing, because the data got is not normal distributed. Based on analysis result, it can be known that sig = 0,000 < 0,05. It can be said that Ha is rejected. Therefore, a quality of services towards students before and after applying the information system model of academic service based on CRM at university a significant improvement. Even this model is only implemented at one university, yet based on analysis result, this model can be implemented to other universities because it is flexible and dynamic, and thus it can matched to the university needs. Keywords: Information System, Academic Service, Customer Relationship Management. I. INTRODUCTION Level of academic quality at university is influenced by some factors: easy access, facility usage, and then interaction between lecturers and students [1]. The quality of services cannot be assessed completely based on company view but it must concern from customers views. Principle of the services quality must start from fulfill customers’ needs and customers views towards the services got by themselves [2]. The quality of services given can be completed based on customers marking [3]. Therefore, the quality of services generally is as whole services system accepted by customers, and on its Revised Manuscript Received on August 20, 2019. * Correspondence Author Wahyu Prima*, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia. Email: wahyuprima341@gmail.com Ganefri, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia. Email: ganefri@ft.unp.ac.id Krismadinata, Fakultas Teknik, Universitas Negeri Padang, Padang, Indonesia. Email: krismadinata@gmail.com Rahmatul Hayati, Fakultas Ilmu Keguruan dan Ilmu Pendidikan, Universitas Dharmas Indonesia, Dharmasraya, Indonesia. Email: rahmatulwahyu341@gmail.com principle, the quality of services focuses on fulfill customers’ needs and there is a determination to give the services based on customers’ hopes. If the principle is applied on services at university, thus it will be a service at university dynamically and flexibility. One of the criteria that determines the quality of Higher Education based on the Decree of the Republic of Indonesia Minister of Research, Technology and Higher Education concerning the classification and ranking of universities in Indonesia in 2015 is the quality of management. Management of higher education should be held flexible and dynamically so that to enable each university to develop based on their respective potential. The aim of management objectives is productivity and satisfaction [4]. The satisfaction can be seen from quality services to customers [2]. At Higher Education, students are the main customers [5], [6]. The academic success of future higher education depends on the ability of institutions to communicate with students to fulfill their needs [7]. Thus, the importance of a flexible and dynamic academic service, based on students’ needs of students as the main customers at Higher Education. The important things of academic services are as follows: it can provide information for students, especially prospective students (activities, costs, schedules, reputation and number of students per class). Then, it can help students to make decisions by understanding the needs and guidance of student learning, the system is supported with the existence of an information center (technical support or call center), good time management, having services (academic guidance, learning, information and others), having support from digital library services, and career counseling services [8]. Some results of the study state that there are several problems in academic services such as: lack of access to academic information which caused students to be reluctant to ask questions [9], Then. lack of information for stakeholders in marketing and promotion decision making [1], lack of information about universities for prospective students [10], and the number of college graduates who cannot find work according to their competencies [11]. Based on preliminary studies and some of the results of the above research, it can be said that a flexible and dynamic academic service information system model in universities is needed, so that it has a positive impact on the quality of academic services in Higher Education. Improving A Quality Of Services Through Information System Model Of Academic Services Based On Customer Relationship Management At University Wahyu Prima, Ganefri, Krismadinata, Rahmatul Hayati