• Suyanto Suyanto Universitas Widya Gama Mahakam Samarinda
  • Rini Rini Universitas Widya Gama Mahakam Samarinda
Keywords: Online, Servqual, IPA, Lecturer Performance


Since the COVID-19 pandemic entered East Kalimantan, the strategy of studying at home was
considered the right step to reduce the spread of COVID-19 among students. The sudden change of faceto-face learning to online learning makes learning unable to run optimally and requires adjustments
from various aspects. Widya Gama Mahakam University Samarinda with various constraints and
conditions that are limited to the devices owned by students also conduct online learning. The purpose
of this study was to measure the level of student satisfaction during online learning during the COVID19 pandemic using the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods.
Servqual and IPA are methods to measure the level of satisfaction and quality of a service. The results
showed that all dimensions in the study were declared valid and reliable because all of the above were
from the minimum tolerable standard. There are 3 dimensions that are in quadrant A, namely high
expectations while the perceived reality is low so it is necessary to improve lecturer performance, 5
dimensions in quadrant B, namely high expectations and high reality so that they need to be maintained
and 6 which are in quadrant C, namely low expectations and low reality, which means that improvements
must be made and 3 dimensions in quadrant D, namely low expectations and high reality, this needs to
be evaluated and reduced on things that can encourage the achievement of efficiency in the online
learning process.


Afridi, S.A., Khattak, A., & Khan, A. (2016). Measurement of Service Quality Gap in The Selected
Private Universities/Institutes of Peshawar Using Servqual Model. City University
Research Journal , 6(1), 61-69.
Bao, Y., Sun, Y., Meng, S., Shi, J., & Lu, L. (2020). 2019-nCoV Epidemic: Address Mental Health
Care to Empower Society. Lancet, 395(10224), E37–E38
Bezuidenhout, G., & Jager, J.D. (2014). Customer Satisfaction at Private Higher Education
Institutions in South Africa: An Importance-Performance Analysis. Journal of
Contemporary Management, 11(1), 206-229.
Caicedo, J. E. Q., Berrio, S. P. R., & Pinzón, O. J. R. (2018). Service Quality for Continuing
Higher Education in Daring Learning Environments. Entramado, 14(2), 22-34.
Chandra, T., Ng, M., & Chandra, S. P. (2018). The Effect of Service Quality on Student
Satisfaction and Student Loyalty : An Empirical Study. Journal of Social Studies
Education Research, 9(3), 109-131.
Chen, Y. (2016). An Empirical Study on the Student Experience of Higher Education Service
Quality in Taiwan. International Journal of Management Sciences, 6(12), 582–594.
Jabnoun, N., & Khalifa, A. (2005). A Customized Measure of Service Quality in The UAE.
Managing Service Quality, 15(4), 374-388.
Kamble, A.A., & Sarangdhar, P. (2015). Assessing Service Quality and Customer Satisfaction in
Management Education Using SERVQUAL Model. Journal of Commerce & Management
Thought, 6(2), 369-382.
Kementerian Kesehatan Republik Indoonesia, Situasi Terkini PerkembanganCoronavirus Disease
(COVID-19) 21 Juni 2020, [Daring],
Lakkoju, S. (2016). Importance-Performance Analysis of Service Quality in Higher Education: a
Case Study. The Indian Journal of Industrial Relations, 52(1), 144-156
How to Cite
Suyanto, S., & Rini, R. (2022). EVALUASI KUALITAS PEMBELAJARAN DARING PADA MAHASISWA UNIVERSITAS WIDYA GAMA MAHAKAM SAMARINDA. Jurnal Ekonomika: Manajemen, Akuntansi, Dan Perbankan Syari’ah, 11(2), 350-362. https://doi.org/10.24903/je.v11i2.1747