Analisa Kepuasan Mahasiswa Universitas Muhammadiyah Surakarta Terhadap Kualitas Pelaksanaan Kuliah Daring dengan Metode Servqual, Customer Satisfaction Index, dan Importance Performance Analysis

The emergence of COVID-19 hampered implementation and development in various sectors, including the education sector. The implementation of teaching and learning activities ranging from basic education to tertiary education must be carried out online to avoid the spread of the virus, one of the universities that conducts online lectures is the Muhammadiyah University of Surakarta. The purpose of this study was to determine whether the implementation of online lectures at the Muhammadiyah University of Surakarta has met the dimensions of quality which include reliability, assurance, tangible, empathy, and responsiveness, assessing the level of student satisfaction with the implementation of online lectures at the Muhammadiyah University of Surakarta, and providing suggestions or suggestions. improvement in the implementation of online lectures at the Muhammadiyah University of Surakarta. The method used in this research is the analysis of SERVQUAL (Service Quality), CSI (Customer Satisfaction Index), and IPA (Importance Performance Analysis)