PERSEPSI MAHASISWA TERHADAP KUALITAS PELAYANAN AKADEMIK DI MASA PANDEMI COVID-19

Abstract

This study aims to determine students' perceptions of the quality of academic servicesduring the Covid-19 pandemic at the Faculty of Economics, Teuku Umar University. To measure thequality of service, researchers used a descriptive method. Assessment of service quality is reflected instudents' perceptions based on five dimensions of service quality evaluation according to Kotler(2007), namely the dimensions of reliability, responsiveness, assurance, empathy and tangibledimensions. The population used in this study were all students of the UTU Faculty of Economicsconsisting of three study programs, namely Development Economics, Management, and Accounting.The sampling technique was proportional simple random sampling with a sample size of 15 percent ofthe total population. The sampling technique uses an online questionnaire. The reliability test usedthe Cronbach Alpha correlation formula, while the data analysis used descriptive statistics with theSPSS application. The results obtained from the analysis of each of the variables of reliability,assurance, empathy and tangible during the Covic-19 pandemic as a whole the respondents perceivedit was good, but for the responsiveness dimension, there were four items in sufficient value for theother three items, the responsiveness dimension was the same as four. Another dimension wherestudents perceive the quality of academic services at the Faculty of Economics, Teuku UmarUniversity during the Covid-19 pandemic is good.