Analisa Peningkatan Pelayanan Pembelajaran Daring (Online) Dengan Implementasi Metode Service Quality (Servqual) Dan Importance Perfomance Analysis (Ipa) Di Sma Negeri 3 Tuban

Abstract

Dampak virus corona di institusi pendidikan yaitu pada proses pembelajaran tatap muka digantikan dengan proses pembelajaran online, dimana dampaknya guru dan siswa kurang berpengalaman, minimnya fasilitas yaitu handphone, laptop dan internet paket data dan menimbulkan masalah tingkat kepuasan siswa terhadap pelayanan guru pada media pembelajaran online. Untuk mengetahui tingkat kepuasan pelayanan dalam proses pembelajaran online menggunakan metode Service Quality (Servqual) untuk mengukur tingkat kepuasan pelayanan dari kualitas pelayanan berdasarkan Gap value and Importance Performance Analysis (IPA) untuk pemetaan diagram guna mengevaluasi dan memberikan rekomendasi untuk perbaikan. Lokasi penelitian di SMA Negeri 3 Tuban yang terletak di Jalan Manunggal No.14, Kab.Tuban, East Java Province. This research uses independent variable data, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (Assurance), Emphaty (Empathy). The method used is Service Quality (Servqual) and Importance Performance Analysis (IPA).The results of the Servqual (Gap) value obtained the highest negative attributes, namely TA1 (-0.8), RL3 (-0.58), RS2 (-0.54), RS1 (-0.5) and EP1 (-0.5) . The results of the Servqual (Gap) value per dimension obtained the dimensions of responsiveness (-0.48), reliability (-0.33), empathy (-0.33), physical evidence (-0.32) and assurance (-0.28). ). The result of the calculation of the overall servqual value (Gap) can show a positive value of 0.05. The cartesian diagram mapping results obtained quadrant I attributes are TA1, RL3, and EP1.Based on the servqual (Gap) value, there are 4 attributes that are negative, namely the attributes TA1 (-0.8), RL3 (-0.58) and EP1 (-0.5) so that it shows that the service quality of the online learning process is unsatisfactory and cannot meet the expectations of students. Based on the Cartesian Importance Performance Analysis (IPA) chart mapping, it is found that the attributes are located in quadrant I, namely: TA1, RL3, and EP1. It should be done a maximum of no more than 45 minutes, not giving assignments simultaneously with other subjects, determining the day of assignment by making a schedule and giving space and opportunities to parents as assessors are the best things,Kata Kunci: Kepuasan Mahasiswa, Kepuasan Pelayanan, Kualitas Pelayanan, Importance Performance Analysis (IPA), Servqual