Quality of Service during the Covid-19 Pandemic in Completing FKIP Student Studies, University of Lampung

Tedi Rusman

Abstract


Limited academic services during the Covid-19 pandemic made it difficult for students to complete their studies, especially final semester students who had to take care of final reports and thesis in the midst of the epidemic that struck, resulting in changes in the quality of academic services. Changes that are not accompanied by readiness will delay the flow of educational consumer activities, which in this case are students. As the title implies, this study aims to determine the quality of service during the Covid-19 pandemic by completing the study of FKIP students at the University of Lampung. The research to be carried out is quantitative research with a questionnaire instrument distributed to the sample, namely several FKIP students at the University of Lampung who will complete the study. This study indicates that tangibles, reliability, responsiveness, assurance, and empathy are very important to support the process of completing student studies.

Keywords


Covid-19; Academic Services; Students

Full Text:

PDF

References


Amin, S. (2018). Strategies for improving the quality of academic services in high schools. Wahana Akademika: Journal of Islamic and Social Studies, 4(2), 193-202.

Basri, M. (2011). Quality Culture in Education Services. Authority: Journal of Government Science, 1(2).

Gronroos, C. (1978). A service-oriented approach to marketing of services. European Journal of Marketing. 12, 588-601

Gruber, T., Fuß, S., Voss, R., & Gläser‐Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International journal of public sector management.

Harvey, L. and Green, D. (1993), “Defining quality”, Assessment and Evaluation in Higher Education, Vol. 18 No. 1, pp. 9-34.

Haryanti, AT, Suryani, N., & Rozi, F. (2019). The Influence of Service Quality, School Image, and Emotional Towards Student Satisfaction. Economic Education Analysis Journal, 8(3), 1260-1274.

Hasbi, M. (2018). The Effect of Administrative Service Quality on Student Satisfaction at MTs Negeri 1 Palembang Model. Manageria: Journal of Islamic Education Management, 3(1), 87-109.

Komarudin, K., & Subekti, BH (2021). Level of Student Satisfaction Against Online Pjok Learning. Jambura Health and Sport Journal, 3(1), 16-23.

Lien, NH, & Kao, SL (2008). The effects of service quality dimension on customer satisfaction across different service types: Alternative differentiation as a moderator. Advances in Consumer Research, 35, 522-526.

Lupiyoadi, R. (2001). Service marketing management: Theory and practice. Salemba Empat, Jakarta.

Marthalina, M. (2018). Analysis of Academic Service Quality and Student Satisfaction at IPDN Jakarta Campus. Journal of MSDM (Human Resource Management), 1-18.

Maskun, M., Rusman, T., Suroto, S., & Rahmawati, F. (2020). Student Perceptions of Online Learning. International Journal of Multicultural and Multireligious Understanding, 7(2), 67-73.

Narasimhan, K. (2001), “Improving the climate of teaching sessions: the use of evaluations by students and instructors”, Quality in Higher Education, Vol. 7 No. 3, pp. 179-90

Pham, L., Limbu, YB, Bui, TK, Nguyen, HT, & Pham, HT (2019). Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 1-26.

Prime, Y. (2020, September). Existence of Covid-19 Pandemic Learning Institution In Bandar Lampung City. In Proceedings of the 4th International Conference on Learning Innovation and Quality Education (pp. 1-6).

Rachman, A., & Djumiarti, T. (2019). Quality of Service in the Process of Making E-Ktp At Tpdk Dispendukcapil Ngaliyan District, Semarang City. Journal Of Public Policy And Management Review, 8(4), 380-391.

Ramdhani, MA (2017). The educational environment in the implementation of character education. UNIGA Journal of Education, 8(1), 28-37.

Sari, RP, Wiyono, BB, & Wiyono, SD (2013). The Effect of School Service Quality on Student Satisfaction and Student Parents. Educational Management, 24(2), 146-156.

Thomas, EH and Galambos, N. (2004), “What satisfies students? Mining student-opinion data with regression and decision tree analysis”, Research in Higher Education, Vol. 45 No. 3, pp. 251-69

Tjiptono, Fandy. 2005. Marketing Strategy I. Second Edition. Yogyakarta: Andi Offset.

Watson, S. (2003), “Closing the feedback loop: ensuring effective action from student feedback”, Tertiary Education and Management, Vol. 9, pp. 145-57.

Zeithaml, VA, Parasuraman, A. and Berry, LL (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.




DOI: http://dx.doi.org/10.18415/ijmmu.v9i5.3688

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 International Journal of Multicultural and Multireligious Understanding

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

International Journal of Multicultural and Multireligious Understanding (IJMMU) ISSN 2364-5369
https://ijmmu.com
editor@ijmmu.com
dx.doi.org/10.18415/ijmmu
facebook.com/ijmmu
Copyright © 2014-2018 IJMMU. All rights reserved.