Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/17892
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dc.contributor.advisorDelvika, Yuana-
dc.contributor.advisorSilviana, Nukhe Andri-
dc.contributor.authorAlfarina, Ika-
dc.date.accessioned2022-07-29T05:00:50Z-
dc.date.available2022-07-29T05:00:50Z-
dc.date.issued2022-01-10-
dc.identifier.urihttp://repository.uma.ac.id/handle/123456789/17892-
dc.description67 Halamanen_US
dc.description.abstractMunculnya COVID-19 membuat terhambatnya perkembangan dan pelaksanaan pada berbagai sektor, termasuk sektor pendidikan, salah satu sekolah yang menyelenggarakan pembelajaran daring adalah SMA Negeri 1 Air Putih. Teknik pengumpulan data dengan menggunakan metode survei dengan menggunakan sampel sebanyak 204 siswa. Tujuan dari penelitian ini yaitu untuk mengetahui nilai gap Negative per atribut dan dimensi yang mempengaruhi kepuasan pelanggan. Metode yang digunakan yaitu Service Quality (Servqual) dan Customer Satisfaction Indeks (CSI). Hasil perhitungan tingkat kepuasan siswa terhadap proses pembelajar daring pada penelitian yang dilakukan melalui penyebaran kuesioner didapatkan hasil Customer Satisfaction Index (CSI) dari sampel 45,90%, nilai CSI 50% atau lebih rendah menandakan kinerja pelayanan yang kurang baik. Pada analisis tingkat kualitas layanan pembelajaran daring di Sekolah SMA Negeri 1 Air Putih, nilai kualitas (Q) tiap dimensi yaitu Responsiveness nilai (Q) adalah 0.612, Reliability nilai (Q) adalah 0.528 , Tangibles nilai (Q) adalah 0.525, Assurance nilai (Q) adalah 0.499,dan Empathy nilai (Q) adalah 0.495. Pada perhitungan..metode service quality digunakan untuk perolehan nilai gap yang dilakukan, terlihat semua atribut – atribut memiliki nilai negative. Antara lain : tangibles (-2.105), responsiveness (-1.575), reliability (-2.046), assurance (-2.229) dan empathy (-2.183). Dari hasil penelitian yang dilakukan di SMA Negeri 1 Air Putih dapat dikatakan belum puas terhadap pembelajaran daring yang dilakukan selama pademi Covid-19, maka dari itu perlu dilakukan perbaikan dan peningkatan pada pelayanan pembelajaran daring di SMA Negeri 1 Air putih berdasarkan atribut-atribut yang telah diteliti. COVID-19 has hampered the implementation and development of various sectors, including the education sector, one of the schools that organize online learning is SMA Negeri 1 Air Putih. The data collection technique used the survey method by employing 204 students as a sample. The purpose of the research was to determine the score of the Negative gap per attribute and the dimensions that affected customer satisfaction. Then the methods used were Service Quality (Servqual) and Customer Satisfaction Index (CSI). The results of student satisfaction calculation level on the online learning process in research conducted through distributing questionnaires obtained the results of the Customer Satisfaction Index (CSI) of a sample of 45.90%, a CSI score of 50% or lower indicated poor service performance. In the analysis of the online learning services quality level at SMA Negeri 1 Air Putih, the quality score (Q) for each dimension, namely Responsiveness score (Q) was 0.612, Reliability score (Q) was 0.528 Tangibles score (Q) was 0.525, Assurance score (Q) was 0.499, and the Empathy score (Q) was 0.495. In the calculation of the service quality method for the gap score acquisition, it could be seen that all attributes had negative scores. They were, namely tangibles (-2.105), responsiveness (-1.575), reliability (-2.046), assurance (-2.229), and empathy (-2.183). From the result of research conducted at SMA Negeri 1 Air Putih, it could be concluded that they were not satisfied with online learning carried out during the Covid-19 pandemic, therefore it was necessary to make repairs and improvements to online learning services at SMA Negeri 1 Air Putih based on the attributes that had been researched.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;178150063-
dc.subjectcovid-19en_US
dc.subjectpembelajaran daringen_US
dc.subjectcustomer satisfaction index (CSI)en_US
dc.subjectservice qualityen_US
dc.subjectonline learningen_US
dc.titleAnalisis Tingkat kepuasan Siswa Terhadap Kualitas Pembelajaran Daring Dengan Metode Customer Satisfaction Indeks dan Service Qualityen_US
dc.title.alternativeThe Analysis of Student Satisfaction Level on Online Learning Quality Using the Customer Satisfaction Index and Service Quality Methodsen_US
dc.typeThesisen_US
Appears in Collections:SP - Industrial Engineering

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