SERVQUAL DAN CUSTOMER SATISFACTION INDEX (CSI) : MENGUKUR TINGKAT USABILITAS E-LEARNING PADA PEMBELAJARAN DARING MASA ADAPTASI KEBIASAAN BARU (AKB) PANDEMI COVID-19 DI UNIVERSITAS AL-GHIFARI
Article Sidebar
Main Article Content
Abstract
E-learning is important to be adopted by universities so that they can still have an
advantage during increasingly high competition. Plus the condition of our nation is
currently entering a new habit adaptation period due to the Covid-19 pandemic.
Thus, the implementation of learning is carried out online. To maintain user
satisfaction with the service, it is necessary to evaluate the user usability of the
implementation of e-learning to generate recommendations that can be used as a
means to improve the quality of the system and media used in the future. This study
uses a descriptive method with a quantitative approach that refers to service quality
including TERRA which consists of tangible, empathy, reliability, responsiveness,
and assurance. The questionnaire instrument uses closed questions, consisting of an assessment between expectations and reality. The scale used in the questionnaire
using a Likert scale was distributed to 100 respondents who were selected based on
a simple random sampling technique. The data were analyzed using descriptive
analysis by calculating the average variable score, then measuring the Customer
Satisfaction Index (CSI). The results showed that overall users were satisfied with
the performance of ServQual's attributes in implementing e-learning at Al-Ghifari
University during the adaptation period for the new habits of the COVID-19
pandemic.
Article Details
References
Aboagye, E., Yawson, J. A., & Appiah, K. N. (2021). COVID-19 and E-learning: The
challenges of students in tertiary institutions. Social Education Research, 1–8.
Al-Fraihat, D., Joy, M., & Sinclair, J. (2020). Evaluating E-learning systems success: An
empirical study. Computers in Human Behavior, 102, 67–86.
Almaiah, M. A., Al-Khasawneh, A., & Althunibat, A. (2020). Exploring the critical
challenges and factors influencing the E-learning system usage during COVID19 pandemic. Education and Information Technologies, 25, 5261–5280.
Aparicio, M., Bacao, F., & Oliveira, T. (2017). Grit in the path to e-learning success.
Computers in Human Behavior, 66, 388–399.
Cidral, W. A., Oliveira, T., Di Felice, M., & Aparicio, M. (2018). E-learning success
determinants: Brazilian empirical study. Computers & Education, 122, 273–290.
Cope, B., & Kalantzis, M. (2017). E-learning ecologies: Principles for new learning and
assessment. Taylor & Francis.
Favale, T., Soro, F., Trevisan, M., Drago, I., & Mellia, M. (2020). Campus traffic and eLearning during COVID-19 pandemic. Computer Networks, 176, 107290.
Group, W. H. O. W. (2006). Nonpharmaceutical interventions for pandemic influenza,
national and community measures. Emerging Infectious Diseases, 12(1), 88.
Hermanto, A., Supangat, S., & Mandita, F. (2017). Evaluasi Usabilitas Layanan Sistem
Informasi Akademik Berdasarkan Kombinasi ServQual dan Webqual Studi
Kasus: SIAKAD Politeknik XYZ. Journal of Information Systems Engineering
and Business Intelligence, 3(1), 33–39.
Hertanto, E. (2017). Perbedaan Skala Likert Lima Skala dengan Modifikasi Skala Likert
Empat Skala. Metodologi Penelitian, 2.
Idayati, I., Kesuma, I. M., Aprianto, R., & Suwarno, S. (2020). The Effect of Service
Quality on Citizen’s Expectation Through Dimension of Tangible, Emphaty,
Reliability, Responsiveness and Assurance (TERRA). SRIWIJAYA
INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS,
(3), 241–252.
Long, P., O’Connor, A., & Tuyen, P. D. (2017). The development and measurement of a
Customer Satisfaction Index (E-CSI) in electronic banking: An application to the
Central Vietnam Region. International Journal of Strategic Decision Sciences
(IJSDS), 8(3), 45–58.
Mseleku, Z. (2020). A literature review of E-learning and E-teaching in the era of Covid19 pandemic. SAGE, 57(52), 588–597.
Nielsen, J. (2016). Nielsen norman group. Internet: Https://Www. Nngroup. Com, 24.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item
scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Pham, H.-H., & Ho, T.-T.-H. (2020). Toward a ‘new normal’with e-learning in
Vietnamese higher education during the post COVID-19 pandemic. Higher
Education Research & Development, 39(7), 1327–1331
Qualls, N., Levitt, A., Kanade, N., Wright-Jegede, N., Dopson, S., Biggerstaff, M., Reed,
C., Uzicanin, A., Group, C. D. C. C. M. G. W., & Group, C. D. C. C. M. G. W.
(2017). Community mitigation guidelines to prevent pandemic influenza—United
States, 2017. MMWR Recommendations and Reports, 66(1), 1.
Rahmat, Taufiq. (2020). Peranan Branding Promotion Wonderful Indonesia Pada Asean
Tourism Forum (ATF) dalam Menigkatkan Pariwisata di Indonesia. KarismaPro:
Jurnal Manajemen, 2(1).
Rahmat, T, Nuryani, E., Siswanto, D., & Undang, G. (2021). {ServQual} and {WebQual}
0 for usability check academic information system of private university. Journal
of Physics: Conference Series, 1869(1), 12097. https://doi.org/10.1088/1742-
/1869/1/012097
Raude, J., & Setbon, M. (2009). Lay perceptions of the pandemic influenza threat.
European Journal of Epidemiology, 24(7), 339–342.
Ryu, S., Gao, H., Wong, J. Y., Shiu, E. Y. C., Xiao, J., Fong, M. W., & Cowling, B. J.
(2020). Nonpharmaceutical measures for pandemic influenza in nonhealthcare
settings—international travel-related measures. Emerging Infectious Diseases,
(5), 961.
Seebode, J. (2015). Emotional feedback for mobile devices. Springer.
Sinnun, A. (2017). Analisis Kepuasan Pengguna LMS Berbasis Web Dengan Metode
Servqual, IPA dan CSI. Jurnal Informatika, 4(1).
Sugiyono, M. S. (2018). Metodologi Penelitian Dilengkapi dengan Metode R&D.
Deepublish.
Tristiyanto, T., Saputri, D., & Iqbal, M. (2020). Implementasi Metode Webqual dan
Customer Satisfaction Index Untuk Mengevaluasi Website Perguruan Tinggi
Negeri di Bandar Lampung. Kumpulan Jurnal Ilmu Komputer (KLIK), 7(1), 57–