Evaluation of Service Quality and Student Satisfaction in the Blended Learning Model during the Covid-19 Pandemic (original) (raw)
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Students’ Satisfaction in College: Implementation of the Blended Learning Method
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The Covid-19 pandemic (CV-19-P) has significantly impacted various international educations, including education in Indonesia. The CV-19-P in Indonesia has also changed multiple performances in multiple sectors: education in post-CV-19-P conditions. Online and offline learning is a solution even though there has been a learning loss for students. The research goal is to identify students’ satisfaction (SS) with BL-M applying to university. A quantitative survey research approach was used, with a random sampling of 135 students from Indonesia who have experienced the impact of the CV-19-P. The instrument uses a satisfaction scale with the blended learning method. Students view blended learning during and after the CV-19-P with satisfied average criteria. The Ministry needs to create innovative and creative blended learning strategies collaborating with universities in Indonesia. The blended learning strategy can give students enthusiasm. Article visualizations:
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Jurnal Manajemen Indonesia, 2020
The coronavirus pandemic in 2019 (COVID 19) becomes the focus of all the countries in the world to be solved. The virus is so dangerous and its imposibble to stop its spread. To face this condition, Indonesian government advises all Indonesians to work from home in all sectors, including education. Universitas Kristen Krida Wacana obeys this suggestion by implementing the work from home for the lecturers to carry on online learning for the students. This study intends to investigate and analyze the online learning quality on the satisfaction of the management students in the Faculty of Economics and Business who was taking the subject of Human Resource Management and Organizational Behavior in 2020. Furthermore, they become the population of this study. This research grabs 64 students as the sample by using stratified random sampling. The data were analyzes bya a variance based Stuctural Equation Model (SEM) with the collected data associated with latent variables. After testing and analyzing the data, this study infers that the better quality of service online learning, the more satisfied the students. In other words, the implementation of this online learning is successful. Likewise, some practical and theoretical recommendations based on this evidence are available. Keywords-lecturer, online learning service quality; the spread of COVID 19; student satisfaction; work from home Abstrak Wabah coronavirus 2019 (COVID 19) menjadi fokus yang harus diselesaikan oleh semua negara di dunia. Virus ini sangat berbahaya sehingga semua upaya dilakukan untuk menghentikan penyebarannya. Menghadapi kondisi ini, pemerintah Indonesia menyarankan semua orang untuk bekerja dari rumah di semua sektor, termasuk pendidikan. Universitas Kristen Krida Wacana mematuhi saran ini supaya para dosen agar melanjutkan pembelajaran online untuk mereka. Penelitian ini bermaksud untuk menguji dan menganalisis pengaruh kualitas pembelajaran online terhadap kepuasan mahasiswa manajemen di Fakultas Ekonomi dan Bisnis yang mengambil mata kuliah Manajemen Sumber Daya Manusia dan Perilaku Organisasi pada tahun 2020. Selanjutnya, mereka menjadi populasi penelitian ini. Dengan memakai stratified random sampling sebagai metode pengambilan sampel dari populasi yang berjumlah 64 siswa dan model persamaan Structural Equation Model (SEM) sebagai metode analisis data. Setelah menguji dan menganalisis data, penelitian ini menunjukkan bahwa semakin baik kualitas layanan pembelajaran online, semakin puas mahasiswa. Dengan kata lain, implementasi pembelajaran online ini berhasil. Selanjutnya, beberapa rekomendasi praktis dan teoritis berdasarkan bukti penelitian ini disajikan. Kata kunci-dosen, kepuasan konsumen, kualitas layanan pembelajaran online, kerja dari rumah, penyebaran COVID 19
IEEExplore, 2020
This study aims to measure the level of student satisfaction with online learning services in higher education. The research method used is a survey, it is to meet the data needs on a large scale. The study population was students of higher education at the undergraduate level from 26 universities. Samples were taken randomly with due observance of campus representatives from all regions of Indonesia (N = 224). The data collection tool used an online learning satisfaction questionnaire that was developed and validated. The questionnaire contains 19 statements. The data analysis used was descriptive statistical analysis techniques. The results of data processing showed a very satisfying level of 19%, 41% satisfied, 30% dissatisfied, and 10% very dissatisfied. Several factors causing dissatisfaction include limited internet access, and low lecturer's attachment and guidance. The findings are expected to be input to higher education leaders and lecturers in order to improve the quality of online learning services according to the needs of students.
The present study was conducted to investigate the Impact of online class service quality on students' satisfaction on Post COVID-19: Evidence from selected selffinancing Engineering Institutions. Aim of the study: Education is one and the main important basic services to develop and grow the economy. To face the current COVID-19 pandemic situation, in India all the segments of the education sector adopt online class practices to provide uninterrupted education to students. The main objective of the paper is to find the impact of self-financing engineering institutions' online class service quality on students' satisfaction. Assurance, reliability, responsiveness, empathy, and tangibility are the dimension taken from the SERVQUAL framework. This paper tries to suggest a solution in the required service quality dimensions to improve the performance of online class service quality. Research design and Methodology: The study adopted an explanatory research design. Anna University-affiliated self-financing engineering institutions in the Vellore zone have been analyzed by conducting a convenience sampling survey. Correlation and Regression statistical tools were employed with the help of SPSS software to get the results. Findings and Conclusion: Overall the results of the study showed that, through the regression analysis, it is observed that the responsiveness dimension of service quality produced the highest significant result followed by reliability and tangibility achieved significant statistics in the online service quality dimension on student satisfaction.
The Impact of Service Quality on Students' Satisfaction
International Journal of Academic Research in Business and Social Sciences, 2020
The development and growth of every economy depend on the contributions of higher education. Universities are responsible for the generation and dissemination of knowledge in the socio- economic benefits of a country. Service quality is vital for higher education institutions to remain competitive and growing. Higher educational institutions have seen the need to place a greater value on improving their activities to meet students’ perceptions and expectations to ensure satisfaction. Student satisfaction is vital in determining service quality at higher educational institutions. To have a competitive edge, higher institutions are required to build a stronger bond with students by providing the value for service delivery. The main purpose of this study is to assess student’s satisfaction with services provided at the School of Business, Valley View University. A cross-sectional adopted questionnaire survey involving 100 students were conducted using the SERVQUAL Model with five Service Quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance. The data were analyzed with SPSS software in generating the mean and standard deviation and the regression results. The results of the study showed that service quality and its dimensions of assurance, tangible, and responsiveness provide at the School of Business were very satisfied, however, Empathy was moderately satisfied. Indicated that students had high expectations on services provided at the School of Business. It has also confirmed satisfaction can be 100% accounted for by service quality dimensions of Assurance, Tangible, Responsiveness, Reliability and Empathy. The study recommends that School of Business must attend to student’s needs by providing individual attention to solving the unique challenges of students.
THE CORRELATION BETWEEN SERVQUAL DIMENSIONS AND STUDENT SATISFACTION
Service quality is a crucial element in ensuring the competitiveness of many types of institutions. Having good service quality enhances the reputation of an organization and thus becomes their added competitive advantage. In higher education institutions, service quality is important in ensuring students, as the primary stakeholders, have a good learning experience. This subsequently influences student satisfaction levels. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and students' satisfaction. Questionnaires were distributed among students attending various faculties at UiTM Sabah using the convenience sampling technique. In total, 250 questionnaires were collected for analysis. Overall, the results show that the students are satisfied with the service quality at UiTM Sabah. Specifically, all five SERVQUAL dimensions correlated with student satisfaction. The reliability, responsiveness, assurance, and empathy dimensions demonstrated a strong correlation with student satisfaction. Meanwhile, tangibility had a moderate correlation with student satisfaction. This study aims to contribute knowledge to the service quality field, especially in higher education institutions. In the final section of this study, it is proposed that future research investigate different perspectives of service quality.
JAS-PT (Jurnal Analisis Sistem Pendidikan Tinggi Indonesia)
The main objective of this research is to study the relationship between tangibility, trustworthiness, response capacity, guarantee, empathy, and innovative learning approach that affect the value of college students’ satisfaction on the islands of Java and Bali. A quantitative study was conducted on students in various universities in Java and Bali, through a survey that was applied to the final sample of 205 students. Data analysis is carried out through structural equation modeling and shows that structures that affect students' satisfaction with the tertiary institutions where they study in the islands of Java and Bali are Guarantee, Tangibility, and Empathy factors. Keywords: Undergraduate Students, Perceived Service Quality, Students’ Satisfaction, Innovative Learning Approach