Srisusanti, Elfrida (2023) Analisis Kualitas Layanan Pendidikan E-Learning Menggunakan Metode Servqual (Studi Kasus Sman 2 Komodo). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

This study aims to analyze the quality of e-learning education services using the Servqual method at SMAN 2 Komodo. This research was conducted to evaluate the extent to which the quality of e-learning services affects student satisfaction in using the platform. The Servqual method is used to measure the five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Research data was obtained by distributing questionnaires to 50 students of SMAN 2 Komodo who had used e-learningservices. The data obtained were then analyzed using statistical techniques such as validity, reliability, normality tests, t tests, F tests, and the coefficient of determination. The results of the study show that the quality of e-learning servicesat SMAN 2 Komodo is considered good by students and meets their expectations. Relevant and up-to-date e-learning content, availability of a stable internet connection, teacher responsiveness in responding to student input, user information security, and adequate support are factors that contribute to the level of student satisfaction with e-learning services.

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