Analysis of student satisfaction of UPI SPOT e-learning services in UPI postgraduate Bandung, Indonesia, using the Fuzzy-Servqual Method

Abstract

This article analyzes the level of student satisfaction in using SPOT UPI Bandung e-learning services. Student satisfaction is taken by distributing questionnaires to respondents. This article compares perceptions with students' expectations in using SPOT UPI Bandung services using fuzzy-servqual. Fuzzy-Servqual method can overcome the subjectivity problem of respondents in providing an assessment to fill out the questionnaire. The sample of this study amounted to 41 people using simple random sampling technique. The results showed that the gap value for postgraduate student satisfaction with SPOT UPI Bandung services was still high at -1.584 with a perception value of 7.695 and an expectation value of 9.277. The main conclusion of this study is that UPI Bandung graduate students who use SPOT e-learning services have not felt satisfaction in using SPOT UPI Bandung e learning services.