Paskalis, Fidelis Roy (2024) Analisis Kualitas Layanan Pendidikan E-Learning Menggunakan Metode Servqual can Ipa (Studi Kasus SMAN 2 Sano Nggoang Manggarai Barat). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

Education is one of the main factors in increasing Human Resources. Activities in the teaching and learning process that were initially offline are now able to adapt online with the rapid development of technology. The online learning system can use any media, for example Google Classroom, Zoom Meeting, Google Meet, Whatsapp, and others. Academic activities that were originally based offline and then digitalized to become online can of course cause problems due to the school's unpreparedness in resolving this matter. The aim of this research is to determine the level of satisfaction with the e- learning learning process as a substitute for face-to-face classes between students and teachers. Based on these problems, several methods are needed to measure the level of satisfaction with using e-learning by applying the ServQual and IPA methods. The servqual method will identify which service attributes need to be improved and the Cartesian diagram in this research is used to determine service attribute priorities. The IPA method is used to measure how important an attribute or characteristic is for customer satisfaction, which is often obtained through surveys or questionnaires From the research results, it was found that the e-learning services provided to students were less varied in teaching methods and it was appropriate to provide different learning material options by utilizing learning videos on YouTube. Apart from that, teachers can inform assignment schedules and deadlines on the Whatapp group so that students who cannot join Google Classroom and Zoom know what assignments must be done.

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