Nugraha, Adrian Fikta (2020) Analisis Layanan Jasa E-Learning ITS Pada myITS Classroom Dengan Metode Servqual, Webqual, Dan Quality Function Deployment. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini betujuan untuk menganalisis kesenjangan antara jasa yang di perceived dengan jasa yang diharapkan mahasiswa, mengetahui atribut layanan, dan upaya peningkatan kualitas layanan pembelajaran yang perlu diprioritaskan pada e-learning ITS yaitu myITS Classroom. Permasalahan yang ditemukan adalah belum diketahui sejauh mana kualitas pelayanan pembelajaran yang diberikan mampu memenuhi harapan mahasiswa sebagai pengguna yang mana e-learning ITS yang baru saja diluncurkan pada saat pandemik covid-19. Pengungkapan akar permasalahan tersebut dilakukan dengan menggunakan service quality (servqual), website quality (webqual), dan diagram Importance Performance Analysis (IPA). Metode servqual dan webqual ini dapat menganalisis kesenjangan antara perceived dan harapan yang menggambarkan kualitas layanan. Adapun diagram IPA dapat digunakan untuk mengetahui tingkat kepuasan mahasiswa dengan kualitas pelayanan yang diberikan. Sedangkan untuk analisis yaitu metode Quality Function Deployment (QFD) digunakan untuk mendapatkan prioritas respon teknis yang sesuai dengan kebutuhan dan kepentingan mahasiswa sebagai pengguna. Penelitian ini memperoleh tiga atribut yang perlu diprioritaskan dari pelayanan yang diberikan myITS Classroom yaitu atribut X25 (maintenance system secara continue), atribut X29 (pelayanan secara cepat), dan X24 (pelaksanaan layanan sesuai janji). Selain itu diperoleh 15 respon teknis sebagai rekomendasi dalam upaya peningkatan kualitas pelayanan. Di antaranya adalah 1) video panduan, 2) jumlah step akses, 3) media/bahan ajar yang beragam, 4) memaksimalkan fitur ruang interaksi, 5) kesediaan pengajar untuk berinteraksi, 6) online discussion secara berkala, 7) ketersediaan contact person, 8) ketersediaan kuesioner tentang evaluasi layanan berkala, 9) pemeliharaan dan pengembangan website, 10) SOP layanan kerusakan sistem, 11) fitur live chat, 12) respon time yang cepat, 13) ketersediaan waktu, 14) sosialisasi pengguna melalui teleconference, dan 15) fitur helpdesk.
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This study aims to analyze the gap between perceived services and services expected by students, find out service attributes, and efforts to improve the quality of learning services that need to be prioritized in ITS e-learning, myITS Classroom. The problem found is not yet known to what extent the quality of learning services provided can meet the expectations of students as users of which ITS e-learning has just been launched at the time of the COVID-19 pandemic. Disclosure of the root of the problem is done using service quality (servqual), website quality (webqual), and Importance Performance Analysis (IPA) diagrams. This servqual and webqual method can analyze the gap between perception and expectations that describe the quality of service. The science diagram can be used to determine the level of student satisfaction with the quality of services provided. As for the analysis, the Quality Function Deployment (QFD) method is used to obtain priority technical responses that are appropriate to the needs and interests of students as users. This study obtained three attributes that need to be prioritized from the services provided by myITS Classroom, namely attribute X25 (system maintenance continues), attribute X29 (service quickly), and X24 (implementation of services as promised). Besides, 15 technical responses were obtained as recommendations to improve service quality. Among these is 1) video guides, 2) a several access steps, 3) diverse media/teaching materials, 4) maximizing interaction space features, 5) willingness of teachers to interact, 6) periodic online discussions, 7) availability of contact persons, 8) availability of questionnaires about periodic service evaluations, 9) website maintenance and development, 10) SOP of system damage services, 11) live chat features, 12) fast response time, 13) time availability, 14) user socialization via teleconferencing, and 15 ) helpdesk feature.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | E-learning, IPA, Servqual, Webqual, QFD E-learning, IPA, Servqual, Webqual, QFD |
| Subjects: | T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Adrian Fikta Nugraha |
| Date Deposited: | 19 Aug 2020 14:46 |
| Last Modified: | 15 Jun 2023 07:27 |
| URI: | http://repository.its.ac.id/id/eprint/79669 |
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