Analysis Of Student’s Satisfaction Towards Service Quality During Distance Learning At The Undergraduate Program In Industrial Engineering Universitas Islam Indonesia

Abstract

The outbreak of Covid-19 that occurred is giving a great impact on education. Almost all universities around the world have to change all programs and teaching-learning activities into distance learning. As a service provider, university has to maintain their service quality and customer satisfaction in all conditions. If customer expectations are not met by adequate delivery or standards of the service quality shortfalls can lead to possible loss-of-reputation costs and negative word of mouth about the university. Therefore, universities have always to monitor the satisfaction level of their students. This paper aimed to know the level of student satisfaction to maintain and improve the service quality. The method of CSI is applied to determine the satisfaction level. The service item that was measured is based on HEdPERF with adjustment with an existing condition. Finally, the service item is classified based on its importance and performance using the IPA method. The result shows that the CSI score is 79,98 which is categorized as satisfied and 5 service items require immediate improvement.