Analysis of Student Satisfaction Levels on the Quality of Online Learning by Using the Customer Satisfaction Index and Service Quality Methods

88 halamanPada awal tahun 2020 pendemi Covid-19 merebak di Indonesia, hal ini menjadi masalah tersendiri bagi lembaga pendidikan, terutama perguruan tinggi. Fakultas Teknik Universitas Medan Area telah melaksanakan pembelajaran daring selama pendemi covid-19. Dalam penelitian ini metode yang digunakan yaitu Service Quality (Servqual) dan Customer Satisfaction Index (CSI). Hasil perhitungan tingkat kepuasan mahasiswa terhadap proses pembelajaran daring pada penelitian yang dilakukan melalui pernyebaran kuesioner didapatkan hasil Customer Satisfaction Index (CSI) dari sampel adalah 45,76 %, nilai CSI 50% atau lebih rendah menandakan kinerja pelayanan yang kurang baik. Pada analisis tingkat kualitas layanan pembelajaran daring di Fakultas Teknik Universitas Medan Area, nilai kualitas (Q) tiap dimensi yaitu responsiveness nilai (Q) adalah 0.613, reliability nilai (Q) adalah 0.523, Tangibles nilai (Q) adalah 0.554, dimensi assurance memiliki nilai kualitas (Q) sebesar 0.547, dan dimensi empathy memiliki nilai kualitas (Q) sebesar 0.569. Sedangkan pada rata-rata keseluruhan nilai kualitas (Q) sebesar 0.561, dapat dilihat nilai tingkat kualitas pelayanan yang diberikan kepada mahasiswa belum ada yang mendekati Q=1 atau Q>1, maka kualitas pelayanan pembelajaran daring di Fakultas Teknik Universitas Medan Area dapat dikatakan belum baik atau belum memuaskan. Pada perhitungan metode Service Quality kelima dimensi tangible, reliability, responsiveness, assurance, dan empathy semua dimensi tersebut memiliki nilai gap negative (-) diantaranya tangibles (-1.842), responsiveness (-1.464), reliability (-2.056), assurance (-1.869) dan empathy (-1.764). Dengan demikian hasil yang didapat maka dikatakan mahasiswa Fakultas Teknik Universitas Medan Area merasa belum puas terhadap pembelajaran daring yang berlangsung selama pendemi covid-19, untuk itu perlu perbaikan dan peningkatan pada pelayanan pembelajaran daring di Fakultas Teknik Universitas Medan Area berdasarkan atribut-atribut yang telah diteliti. At the beginning of 2020 the Covid-19 pandemic broke out in Indonesia, this became a separate problem for educational institutions, especially universities. The Faculty of Engineering, University of Medan Area has implemented online learning during the COVID-19 pandemic. In this research, the methods used are Service Quality (Servqual) and Customer Satisfaction Index (CSI). The results of the calculation of the level of student satisfaction with the online learning process in research conducted through the distribution of questionnaires showed that the Customer Satisfaction Index (CSI) of the sample was 45.76%, a CSI value of 50% or lower indicates poor service performance. In the analysis of the quality level of online learning services at the Faculty of Engineering, Medan Area University, the quality value (Q) for each dimension, namely responsiveness value (Q) is 0.613, reliability value (Q) is 0.523, Tangibles value (Q) is 0.554, assurance dimension has a value quality (Q) is 0.547, and the empathy dimension has a quality value (Q) of 0.569. While on the overall average quality value (Q) of 0.561, it can be seen that the value of the level of service quality provided to students has not been close to Q=1 or Q>1, so the quality of online learning services at the Faculty of Engineering, University of Medan Area can be said to have not. good or unsatisfactory. In the calculation of the Service Quality method the five dimensions of tangible, reliability, responsiveness, assurance, and empathy all of these dimensions have a negative gap value (-) including tangibles (-1.842), responsiveness (-1.464), reliability (-2.056), assurance (-1.869 ) and empathy (-1.764). Thus the results obtained, it is said that students of the Faculty of Engineering, University of Medan Area are not satisfied with online learning that takes place during the covid-19 pandemic, for that it is necessary to improve and improve online learning services at the Faculty of Engineering, University of Medan Area based on the attributes that have been researched.