ANALYSIS OF HIGH SCHOOL STUDENT SATISFACTION LEVEL ON THE ONLINE LEARNING SYSTEM IN INDONESIA
Article Sidebar
Main Article Content
Abstract
Customer satisfaction is the level of consumer feelings after comparing the customer expectation with the reality they have faced. This research is conducted using qualitative methods to observe the high school student's satisfaction and the importance of the online learning system in Indonesia since the COVID-19 outbreak. The purpose of this study was to determine the attributes of online learning for high school/equivalent levels using the Customer Satisfaction Index or CSI method, which consists of five dimensions: Tangibles, Reliability, Assurance, Empathy, and Access. Based on the Importance Performance Analysis results, it is concluded that the main priority attributes for improving their performance are those in quadrant A. Attributes in quadrant C are the second priority attributes to be improved. Attributes in quadrant B are essential and have met the students' satisfaction, so they become assets to be developed. Attributes with a high level of satisfaction but considered less important can be found in quadrant D. There are 143 questionnaire results with the outcome of the overall data that student satisfaction with online learning has reached 79%, which indicates that students are pretty satisfied.
Article Details
References
Harahap, Mahzura, Pristiyono, Junita Lubis, Muhammad Ikhlash, and Agus Anjar. 2021. "Level of Satisfaction of Online Learning in Mediation Lecturer Competence on Learning Motivation." Budapest International Research and Critics Institute Journal (Budapest Institute) 4 (3).
Justitia, Army, Rini Semiati, and Nadhila Ramadhini Ayuvinda. 2019. "Customer Satisfaction Analysis of Online Taxi Mobile Apps." Journal of Information Systems Engineering and Business Intelligence 5 (1): 85-92.
Kartikasari, Ratih Dwi, Irham, and Jangkung Handoyo Mulyo. 2018. "Level of Customer Satisfaction Towards Marketing Mix in Indonesia Traditional Market." Agro Ekonomi 29 (2).
Klara, Feni, and Ristiono. 2021. "Identifikasi Faktor Penyebab Kesulitan Belajar Siswa yang Pembelajarannya dalam Jaringan (Daring) Kelas XI." Journal for Lesson and Learning Studies 4 (3).
Padli, Feri, and Rusdi. 2020. "Respon Siswa dalam Pembelajaran Online Selama Pandemi." Social Landscape Journal 1 (3).
Pavlovic, Milan, Natalija Vugdelija, and Radica Kojic. 2015. "The Use of Social Networks for elearning Improvement." Hellenic Journal of Music, Education, and Culture (Greek Association of Primary Music Education Teachers) 6 (3).
Riyanto, Slamet, and Andi Rahman Putera. 2022. Metode Riset Penelitian Kesehatan & Sains. Sleman: Deepublish.
Stefano, N. M., N. Casarotto Filho, R. Barichello, and A. P. Sohn. 2015. "A Fuzzy SERVQUAL based Method for Evaluated of Service Quality in the Hotel Industry." Procedia CIRP 30 (1).