Gap Analysis of University Online Learning Website from Students' Perspectives: A Case from Telkom University, Indonesia

Abstract

The purpose of this research is to observe the perceived quality of Telkom University online learning website from students' perspectives. Students here act as the main users of the learning platform and we would like to see whether the perceived quality and the ideal quality already fulfil users' expectation. The data used are the primary and secondary data with a set of sample taken from 100 students. We use the question items from website quality method and analyse the data with importance performance analysis (gap analysis). The research shows that the usability and service interaction aspects of the website have quite significant gaps between perceived and ideal qualities.