MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES DURING THE COVID-19 PANDEMIC: A CASE STUDY OF UNIVERSITAS MURIA KUDUS

Muhkhammat Sahrul Gunawan, Dian Erliana Febriyanti, Rangga Primadasa

Abstract


The spread of Covid-19 led to changes in Higher Education services at Universitas Muria Kudus, where the learning system was carried out online. Servperf is a method for measuring the performance of performance-based service quality. This method is used in this study, where five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy are used as the basis. The literature review was conducted to obtain 15 indicators. From the results of distributing questionnaires based on these 15 indicators, 118 respondents were students of Universitas Muria Kudus. From the tangible dimensions, the average score is 3, the average reliability dimension score is 3.358757, the Responsiveness dimension has an average score of 3.180791, The Assurance dimension has an average score of 3.217514, and the Empathy dimension has an average score of 2.988701. Whereas the highest score indicator was obtained namely the lecturer workforce was able to communicate and present the material well in online learning with an average score of 3.51. Meanwhile, the lowest indicators are indicators namely Ease of access and internet connection during online learning and the learning process that is easy to understand by students during online learning with the same average score of 2.67.

Keywords


Covid – 19, Higher Education, Servperf, Quality of Service

Teks Lengkap:

PDF

Referensi


Harto, B. et al. (2015) ‘ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN PENDEKATAN FUZZY SERVQUAL DALAM UPAYA PENINGKATAN KUALITAS PELAYANAN (Studi Kasus Di Bengkel Resmi BAJAJ Padang)’, Jurnal TEKNOIF, 3(Vol.3 No.1), pp. 20–30.

Irawati, D. Y. and Jonatan, J. (2020) ‘Evaluasi Kualitas Pembelajaran Online Selama Pandemi Covid-19: Studi Kasus di Fakultas Teknik, Universitas Katolik Darma Cendika’, Jurnal Rekayasa Sistem Industri, 9(2), pp. 135–144. doi: 10.26593/jrsi.v9i2.4014.135-144.

komite penanganan covid 19 (2020) peta sebaran covid 19.

Lukita, C., Pranata, S. and Agustin, K. (2019) ‘Metode Servqual Dan Importance Performance Analysis Untuk Analisa Kualitas Layanan Jasa’, Jurnal DIGIT, 9(2), pp. 167–177.

Mariana, N. et al. (no date) ‘ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS LAYANAN ( SERVICE QUALITY ) FAKULTAS TEKNOLOGI INFORMASI Jurnal IKRA-ITH Informatika Vol 4 No 3 November 2020 Jurnal IKRA-ITH Informatika Vol 4 No 3 November 2020’, 4(3), pp. 22–30.

Putri, R. O. and Martha, S. (2019) ‘Analisis kualitas pelayanan akademik dengan metode servperf dan ipa’, 08(1), pp. 103–110.

Sari, A. N. (no date) ‘Dengan Metode Servperf Dalam Kesiapan Menghadapi Persaingan Regional’.

Studi, P., Industri, T. and Pgri, U. I. (2018) ‘METODE SERVQUAL DAN QFD Deny Wibisono Jl . Nangka No . 58 C Tanjung Barat , Jagakarsa , Jakarta Selatan’, 10(1), pp. 57–74.

Sufiyyah, A. (2011) ‘Pengaruh Kualitas Layanan Akademik dan Birokrasi terhadap Kepuasan Mahasiswa’, Jurnal Ilmiah Aset, 13(2), pp. 85–93.

Sutariah, F. (2017) ‘Evaluasi Kepuasan Mahasiswa Terhadap Kualitas Pendidikan Lembaga Pendidikan Tinggi ABC di Cikarang’, STRING (Satuan Tulisan Riset dan Inovasi Teknologi), 2(1), p. 38. doi: 10.30998/string.v2i1.1721.




DOI: https://doi.org/10.24176/jointtech.v1i2.6494

Article Metrics

Abstract views : 288| PDF views : 191


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.