EFFECT OF SERVICE QUALITY ON STUDENT SATISFACTION AMONG BLENDED LEARNING MODEL DURING THE COVID-19 PANDEMIC

Abstract

This research aims to test the model whether there is a gap between expectations and perceptions of the quality of services in the blended learning process of Widya Dharma University Klaten Republic of Indonesia (Unwidha) students during the Covid-19 pandemic. The model used is the Service Quality (Servqual) test. Research design uses quantitative methods. The hypothesis was formulated using the Importance ServQual Model test (Cronin & Taylor, 2002). The research population is all Unwidha students who have received blended learning services during the Covid-19 pandemic. The sampling technique for respondents was through purposive sampling of 120 students in six faculties and 16 study programs in Unwidha. The test results concluded that all dimensions still have gaps where the empathy dimension has the largest gap. Quality improvement should start on the dimension that has the biggest gap and then continue on other dimensions to improve the quality of learning and student satisfaction. With the improvement of the quality of learning services, the competitive advantage of Unwidha institution will be created in the future.