EKSPLORASI KEPUASAN PENGGUNA SPOT-UPI MENGGUNAKAN METODE FUZZY-SERVQUAL

Agung Rorhi Prayudha, - (2020) EKSPLORASI KEPUASAN PENGGUNA SPOT-UPI MENGGUNAKAN METODE FUZZY-SERVQUAL. S2 thesis, Universitas Pendidikan Indonesia;.

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Official URL: http://repository.upi.edu

Abstract

Kepuasan yang berasal dari penggunaan teknologi e-learning memainkan peran penting untuk efektifitas pembelajaran, karena mampu meningkatkan sinergi antara pengguna dan penerimaan teknologi e-learning. Kepuasan terbukti sangat menentukan untuk tujuan niat pengguna yang berkelanjutan dalam menggunakan e-learning. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan mahasiswa terhadap layanan e-learning SPOT UPI. Metode yang digunakan dalam menentukan tingkat kepuasan mahasiswa adalah metode Servqual yang memuat lima dimensi yaitu reliability, responsiveness, tangibles, security dan access. Metode Servqual diintegrasikan dengan logika fuzzy untuk menghilangkan unsur subjektifitas mahasiswa dalam penilaian. Data dikumpulkan melalui kuesioner online google form yang berisi pernyataan tentang harapan dan persepsi mahasiswa terhadap layanan e-learning SPOT UPI . Data yang terkumpul akan diolah dengan proses fuzzifikasi dan defuzzifikasi kemudian dilanjutkan dengan menentukan nilai gap (Servqual). Hasil penelitian menunjukkan bahwa pengguna layanan e-learning SPOT UPI belum merasa puas atas layanan yang mereka terima. Pada perhitungan nilai Servqual (gap) keseluruhan didapatkan hasil negatif. Nilai gap keseluruhan pengguna SPOT sebesar -1,840. Kata Kunci: SPOT UPI, kepuasan, Fuzzy-Servqual. The satisfaction that comes from the use of e-learning technology plays an important role for the effectiveness of learning, because it can increase the synergy between users and the acceptance of e-learning technology. Satisfaction is proven to be very decisive for the goal of continued user intention in using e-learning. This study aims to determine the level of student satisfaction with the SPOT UPI e-learning service. The method used in determining the level of student satisfaction is the Servqual method which contains five dimensions, namely reliability, responsiveness, tangibles, security and access. The Servqual method is integrated with fuzzy logic to eliminate elements of student subjectivity in assessment. The data were collected through an online google form questionnaire which contained statements about students' expectations and perceptions of the SPOT UPI e-learning service. The collected data will be processed with a fuzzification and defuzzification process then followed by determining the gap value (Servqual). The results showed that the users of the SPOT UPI e-learning service were not satisfied with the services they received. In calculating the Servqual value (gap) the overall result is negative. The overall gap value for SPOT users is -1,840. Keywords: SPOT UPI, satisfaction, Fuzzy-Servqual.

Item Type: Thesis (S2)
Additional Information: No Panggil : T PTK AGU e-2020; NIM :1802806
Uncontrolled Keywords: SPOT UPI, satisfaction, Fuzzy-Servqual.
Subjects: L Education > L Education (General)
T Technology > T Technology (General)
Divisions: Sekolah Pasca Sarjana > Pendidikan Teknologi dan Kejuruan S-2
Depositing User: Agung Rorhi Prayudha
Date Deposited: 18 Sep 2020 02:57
Last Modified: 18 Sep 2020 02:57
URI: http://repository.upi.edu/id/eprint/53084

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