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Sumanto, Sumanto
Universitas Bina Sarana Informatika
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Journal : Jurnal Sains Indonesia

 1 
Analisa Kualitas Layanan Website Elearning MyBEST UBSI Menggunakan SERVQUAL. Indah Purwandani; Nurfia Oktaviani Syamsiah; Sumanto; Hariyanto
Jurnal Sains Indonesia Vol 2 No 3 (2021): Volume 2, Nomor 3, 2021 (November)
Publisher : PUSAT SAINS INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59897/jsi.v2i3.75

Abstract

Higher education is an institution that is expected to produce quality human resources in order to compete in the global market. To produce quality human resources, quality services are needed in accordance with the needs of the industrial world in general. The SERVQUAL method basically can be used in various service sectors including the education sector. Gap score analysis on SERVQUAL will assist educational institutions in assessing the quality of services provided and identify which dimensions require improvement or improvement of service quality. The purpose of this study is to analyze the service quality of the MyBest UBSI e-learning website and find out the service quality indicators that are a priority to be improved using the SERVQUAL method. The five dimensions of SERVQUAL are tangibles (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance ( assurance) and empathy (empathy) are translated in the form of questions asked through an online questionnaire. From the test results using the SERVQUAL method, it can be seen that there is a gap between user expectations and perceptions, the variable that is most considered satisfactory is the responsive variable and the variable with the lowest level of satisfaction is the assurance variable.
Co-Authors Ade Budiman, Ade Ade Christian Ade Christian Ade Christian, Ade Adi Supriyatna Aditia Yudhistira Agung Wibowo Agus Buono Ahmad Habibullah ahmad yani Ahmad Yani Ahmad Yani , Ahmad Yani Andri Amico Anggreani, Namira Apip Supiandi Ari Sulistiyawati Arya, Yudi Aulia Rachmat, Daffa Azkia, Farah Diba Bib Paruhum Silalahi Bismo Raharjo, Yohanes Aryo Budi Santoso Budiman, Ade Surya Christian , Ade Damayanti Damayanti Dewi, Revinta Arrova Diah, Andi Dyani Kalyana Mitta Eka Dyah Setyaningsih Eka Putri Alvi Syahrina Elisabeth Sri Hendrastuti Fahrian Faiz Djarot, Raihan Jamal Fajar Akbar Fajrian, Ihsan Ganda Wijaya Ganda Wijaya, Ganda Hafis Nurdin Harianto Harianto Hariyanto HARIYANTO HARIYANTO Hartanti Hartanti Hidayat, Manarul Hilmy Ibrahim, Farras Indah Purwandani Indra Chaidir, Indra Indra, Ahmad Indriani , Karlena Indriyanti, Zahra Kiky Dwi Insani Abdi Bangsa Jumadi, Yakobus Linus Karlena Indriani Karlisa Priandana Kotjek, Rafie Kuswanto, Andi Diah Laura Gabriel da Silva Lia Mazia, Lia Lita Sari Marita Mantriwira, Daniel Marundrury, Aberahamo Onoma Megawaty, Dyah Ayu Mochamad Wahyudi Nabilla, Adinda Naufal Hermawan, Rezan Nur Rachmat Nugraha Nurfia Oktaviani Syamsiah Oprasto, Raditya Rimbawan Paduloh Paduloh Pasaribu, A. Ferico Octaviansyah Permata, Permata Prasetyo, Romadhan Edy Pribadi, Denny Pricillia Pujiastuti, Lise Ramadani, Achmes Dade Ramadhani, Varla Octavia Rani, Maulidina Cahaya Rasendriya, Rafi Ratiyah* Ratiyah Reynaldi , Reynaldi Rifda Ilahy Rosihan Riska Aryanti Rizqi Ramadhani, Muhammad Ruhul Amin Ruhul Amin Ruhul Amin, Ruhul Ruli , Ahmad Rais Rumidjan Rumidjan, Rumidjan Rusda Wajhillah Setiawan, Dandi Setiawansyah Setiawansyah Sri Sugiharti SUKAMTI . Sumarna Sumarna Sumarna Sumarna Tri Widian Ratnasari Ulum, Faruk Ummu Radiyah, Ummu Vera Agustina Yanti Wahyudi, Agung Deni Wang, Junhai Wardani, Maidy Tri Wijaya, Filzah Yanuar Laik, Abraham Adrian Yundari, Yundari `Diah Kuswanto, Andi