An Education Institution Students Perceptions of Online Learning due to Pandemic Covid-19

Abstract

When Covid-19 spread in Indonesia, Indonesian Government implemented “distance education” in every educational institution. There are 65 universities that have implemented online learning since March 2020. Even though has been implemented for a few months, with sudden notification there are still some problems appearing while online learning is going on, both from teachers or students. If someday the corona virus will go away, it does not eliminate the possibility to continue online learning in the future. So, student feedback is important as input for the continuation of online learning. The purpose of this study was to measure the level of student satisfaction of online learning using the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The results of Servqual processing show that all attributes produce negative gaps. That mean there is a gap between student perceptions and expectations. Based on the results of IPA matrix we can see that important attribute for Management and non-Management students are different. Then, beside improving performance for attributes in quadrant 1, institutions should also maintain attributes in quadrant 2, that is the attributes that students expect to perform well and in reality, perform good enough.

Keywords: Online Learning, Servqual, Importance Performance Analysis (IPA)