Analisa Data Kepuasaan Siswa Dalam Pembelajaran Online Menggunakan Metode Service Quality
DOI:
https://doi.org/10.30865/klik.v2i1.232Keywords:
Student Satisfaction; Service Quality; Importance Performance Analysis; Quality Of Service; Hope And PerceptionAbstract
The student's satisfaction in this covid-19 era is crucial to figuring out what level of quality services are available in school institutions. The study aims to find out the students' level of satisfaction with online study at SMK al - amanah, this study is a descriptive quantitative study with a population of 102. In this matter student satisfaction will be measured using a servqual and importance performance analysis method in this case where it talks about dimensions of waited, responsiveness, assurance, anticipation and tangibles. The instrument of this study is done with the interview manner and the dissemination of the questionnaire. The data of the collected questionnaires are calculated and prepared, and the quality of the service is specifically known. With the spread of the questionnaire, it can be seen the result of a student's dissatisfaction with the service given. Data prepared for servqual methods with the help of SPSS 24.0 and importance performance analysis. The results from the selected student satisfaction data can be used as an evaluation material for schools to improve online learning. The results of this study show every dimension on the servqual that is tangibles, valence, responsiveness, assurance, and emphaty. Indicating that the gap or responsive gap is the biggest quality value dimension of -0.72 and the smallest gap or gap there is in realibility of -0.22
Downloads
References
S. Habibah and K. Bayu, “Pengaruh Kualitas Pelayanan dan Citra Sekolah Terhadap Kepuasan Siswa pada SMK Swasta Kabupaten Subang,” JIMM UNIKOM J. Ilm. Magister Manaj. UNIKOM, vol. 02, no. 01, p. 70, 2017.
N. D. Iwijayanti and R. Jannah, “Analisis Kualitas Pelayanan Pendidikan Terhadap Kepuasan Siswa Smk Negeri 1 Tegalsari Dengan Metode Servqual Kriteria …,” J. Pendidik. Pancasila dan …, vol. 4, no. 1, pp. 1–12, 2019, [Online]. Available: https://ejournal.unibabwi.ac.id/index.php/jppkn/article/view/666.
C. Lukita, S. Pranata, and K. Agustin, “Metode Servqual Dan Importance Performance Analysis Untuk Analisa Kualitas Layanan Jasa,” J. Digit, vol. 9, no. 2, pp. 167–177, 2019, [Online]. Available: https://jurnaldigit.org/index.php/DIGIT/article/view/117.
E. Zuraidah, “Analisis Kualitas Pelayanan Restoran Cepat Saji Dengan Metode Servqual ( Service Quality ),” J. Prosisko, vol. 5, no. 2, pp. 136–141, 2018.
V. W. Sujarweni, THE MASTER BOOK OF SPSS. 2019.
R. Firliana, P. Kasih, and H. S. Sulastri, “Kepuasan Pelanggan Menggunakan Metode Service Quality ( Servqual ),” pp. 205–210, 2016.
Ovan and A. Saputra, Aplikasi Uji Validitas dan Realibilitas Instrumen Penelitian Berbasis Web. 2020.
A. Ramadhayanti, Aplikasi SPSS untuk Penelitian dan Riset Pasar. 2019.
D. Apriliani, M. Fikry, and M. J. Hutajulu, “Analisa Metode Webqual 4.0 dan Importance-Performance Analysis (IPA) Pada Kualitas Situs Detik.com,” J. Ilm. Merpati (Menara Penelit. Akad. Teknol. Informasi), vol. 8, no. 1, pp. 34–45, 2020, [Online]. Available: https://ojs.unud.ac.id/index.php/merpati/article/view/58939.
S. Santoso, PANDUAN LENGKAP SPSS 26. 2020.
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Analisa Data Kepuasaan Siswa Dalam Pembelajaran Online Menggunakan Metode Service Quality
ARTICLE HISTORY
Issue
Section
Copyright (c) 2021 Ika Ardias Nursinta, Besus Maula Sulthon
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
