Development of a Smart Laboratory Service Platform: Synergy of Web of Things and Blog System in Improving the Service Quality of Educational Laboratory Personnel

This study aims to develop a Smart Laboratory Service Platform by integrating the Web of Things (WoT) and a blog system at the PPKn Laboratory of Universitas Negeri Malang. The study employed a Research and Development (R&D) method with the ADDIE model, comprising analysis, design, development, implementation, and evaluation stages. Product feasibility was assessed through media expert validation, while service quality was analyzed using the SERVQUAL approach covering five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Media expert validation yielded a score of 31 out of 40, or 77,5%, and the product was declared feasible for use with revisions. SERVQUAL analysis showed an average user expectation of 4,094 and perception of 4,084, with an overall gap of -0,010. The Assurance dimension had a positive gap of 0,024 and Reliability 0,013, whereas Responsiveness had the largest negative gap of -0,056. These findings indicate that service quality has generally approached user expectations. The developed Smart Laboratory Service Platform has the potential to support the digitalization of laboratory services by providing more integrated information and services. However, improvements are still needed, especially in responsiveness, appearance, clarity of instructions and SOPs, and interactive features, so that the platform better meets user needs.