scholarly journals ANALISIS KUALITAS LAYANAN E-LEARNING DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN ANALYTICAL HIERARCHY PROCESS (AHP)

2021 ◽  
Vol 23 (1) ◽  
pp. 46-59
Author(s):  
Theresiawati Theresiawati ◽  
Ati Zaidiah ◽  
Ria Astriratma ◽  
Henki Bayu Seta
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
E Learning ◽  
Hierarchy Process

Salah satu indikator keberhasilan pengembangan dan implementasi e-learning pada suatu perguruan tinggi adalah kepuasan pengguna baik dosen maupun mahasiswa. E-learning merupakan metode pembelajaran untuk menunjang proses kegiatan belajar yang dilakukan secara daring. Penelitian ini dilakukan untuk menganalisis kualitas layanan blendeed learning menggunakan metode ServQual (Service Quality) dan AHP (Analytical Hierarchy Process). Metode ServQual untuk mengetahui persepsi dan harapan pengguna blendeed learning berdasarkan perspektif mahasiswa berdasarkan dimensi assurance, empathy, responsiveness, reliability, usability dan informativeness. Untuk meningkatkan kualitas layanan e-learning perlu dilakukan pengukuran kualitas layanan dengan menggunakan metode SERVQUAL (Service Quality), melakukan perhitungan gap skor antara penilaian kualitas layanan yang dirasakan (kinerja) dengan kualitas layanan yang diharapkan. Sedangkan metode AHP (Analytical Hierarchy Process) untuk mengetahui nilai pembobotan dari setiap variabel yang digunakan dalam penelitian. Sehingga upaya peningkatan kualitas pendidikan perguruan tinggi khususnya dapat memenuhi tuntutan dan kepuasan pengguna.

scholarly journals PENILAIAN KEPUASAN PELANGGAN TERHADAP KUALITAS LAYANAN X DENGAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (AHP)

2020 ◽  
Vol 2 (3) ◽  
pp. 202-208
Author(s):  
Amanda Eka Ratna Putri ◽  
Wahyudi Harianto ◽  
Abdul Aziz
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Hierarchy Process

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas layanan serta memberikan urutan usulan perbaikan kualitas layanan X untuk memenuhi kualitas layanan X. Metode yang digunakan pada penelitian ini yaitu servqual (service quality) dan analytical hierarchy process (AHP). Dari hasil penelitian ini diketahui tingkat kepuasan pelanggan terhadap kualitas layanan X sudah puas dimata pelanggan dilihat dari nilai kepuasan pelanggan sebesar 4,025 artinya pelanggan sudah puas dengan pelayanan saat ini. Namun, masih terdapat kesenjangan sebesar -0,046. Atribut yang diusulkan untuk prioritas perbaikan yaitu terdapat pada atribut X2.1, X1.1, X4.3, X3.2, X3.1, X5.3 dan X5.2. Berdasarkan penilaian, 7 atribut tersebut memiliki nilai servqual terbobot lebih kecil dari nilai rata – rata servqual terbobot yaitu -0,0054.

Evaluating and prioritizing hospital service quality

2019 ◽  
Vol 32 (2) ◽  
pp. 332-346 ◽  
Author(s):  
Ahmad Torkzad ◽  
Mohammad Ali Beheshtinia
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Hybrid Methods ◽  
Public Hospitals ◽  
Digital Logic ◽  
Ideal Solution ◽  
Hospital Service ◽  
Content Type ◽  
Copeland Method ◽  
Hierarchy Process

Purpose Hospital evaluations create competition between healthcare providers. In this study, a multi criteria decision-making (MCDM) method is used to evaluate criteria that affect hospital service quality. The paper aims to discuss these issues. Design/methodology/approach Criteria affecting hospital service quality are identified. Four Iranian public hospitals are evaluated using these criteria. Four hybrid methods, including modified digital logic–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–elimination and choice expressing reality and modified digital logic–elimination and choice expressing reality are used to evaluate hospital service quality. Results are aggregated using the Copeland method and final ranks are determined. Findings The four main criteria for evaluating hospital service quality are: environment; responsiveness; equipment and facilities; and professional capability. Results suggest that professional capability is the most important criterion. The Copeland method, used to integrate four MCDM hybrid methods, provides the final hospital ranks. Practical implications The criteria the authors identified and their weight help hospital managers to achieve comprehensive organizational growth and more efficient resource usage. Moreover, the decision matrix helps managers to identify their strengths and weaknesses. Originality/value New and comprehensive criteria are proposed for hospital quality assessments. Moreover, a new hybrid MCDM approach is used to achieve final hospital rankings.

scholarly journals Development IT Adoption Method for E-learning in Merged University

2017 ◽  
Vol 1 (02) ◽  
pp. 10-17
Author(s):  
Bayu Rima Aditya ◽  
Mary Handoko Wijoyo
Keyword(s):  
Analytical Hierarchy Process ◽  
Calculation Method ◽  
It Adoption ◽  
Maturity Level ◽  
Utaut Model ◽  
Hype Cycle ◽  
E Learning ◽  
Adoption Model ◽  
Adopter Categories ◽  
Hierarchy Process

This research presents an overview to develop an IT adoption method for e-learning in a Merged University. The development of IT adoption method in the Merged University is done by adjusting the gap between three elements: IT maturity level (in this case IT for elearning), category adopter of each Merged University and IT adoption criteria of individual actors of adoption. The maturity level of IT maturity level refers to Gartner, Hype Cycle, and Priority Matrix. Classification groups refer to adopter categories according to Rogers. The adoption model uses UTAUT model. For the process, a priority calculation method utilizes Analytical Hierarchy Process (AHP). IT adoption method for e-learning in a Merged University has been tested and can be applied Telkom University, formed from four universities.

Kajian E-Learning Berdasarkan Persepsi Pengguna Menggunakan Kansei Engineering dan Analytical Hierarchy Process

2020 ◽  
Vol 5 (1) ◽  
pp. 159
Author(s):  
Nila Natalia ◽  
Sukarsa Sukarsa ◽  
Eris Dwi Purnama ◽  
Aziz Ma’sum
Keyword(s):  
Analytical Hierarchy Process ◽  
Type I ◽  
Kansei Engineering ◽  
E Learning ◽  
Hierarchy Process

E-Learning merupakan salah satu bagian yang tidak bisa dipisahkan dari perkembangan teknologi informasi dalam dunia pendidikan. E-Learning memiliki banyak kegunaan yang membantu dalam proses kegiatan belajar dan mengajar seperti pelaksanaan ujian online, perekapan nilai, maupun sebagai media pembelajaran. SMK Pasim Plus merupakan sekolah swasta di Sukabumi yang akan menerapkan E-Learning sebagai salah satu media pembelajaran. Pada penelitian ini akan membahas mengenai bagaimana rekomendasi E-Learning yang diberikan dari beberapa spesimen E-Learning melalui parameter faktor psikologis pengguna. Dalam penelitian ini metode yang digunakan adalah Kansei Engineering (KE) yang dikombinasikan dengan Analytical Hierarchy Process (AHP). Dalam tahapannya, KE berfokus pada faktor psikologis pengguna, sedangkan AHP dilibatkan untuk melihat manakah E-Learning yang direkomendasikan untuk diimplementasikan pada instansi tersebut. Adapun metode KE yang diterapkan dalam penelitian ini adalah KE Type I (KEPack). KEPack yang dilibatkan dalam penelitian ini menggunakan beberapa data dasar antara lain 8 spesimen E-Learning, 15 Kansei Word, dan 30 partisipan. Hasil pengujian menunjukkan bahwa faktor emosi yang paling berpengaruh adalah yang diwakili oleh Kansei Word “RAPIH”. Aplikasi E-Learning yang paling diminati oleh partisipan dilihat dari aspek antarmuka aplikasi adalah aplikasi E-Learning Edmodo. 

scholarly journals Improvement Priorities: Public Hospital Service Quality

2018 ◽  
Vol 248 ◽  
pp. 03007
Author(s):  
M. Dachyar ◽  
Farizal ◽  
Alicia Ti
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Public Hospital ◽  
Public Hospitals ◽  
Hospital Services ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Expectation Gap ◽  
Patient’S Perception ◽  
Hierarchy Process

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.

scholarly journals COMBINING AHP AND GOAL PROGRAMMING IN THE CONTEXT OF THE ASSESSMENT OF E-LEARNING

2019 ◽  
Vol 11 (3) ◽  
pp. 301-312 ◽  
Author(s):  
Monica De Castro-Pardo ◽  
Concepcion De la Fuente-Cabrero ◽  
Pilar Laguna-Sanchez ◽  
Fernando Perez-Rodriguez
Keyword(s):  
Goal Programming ◽  
Analytical Hierarchy Process ◽  
Online Courses ◽  
Programming Model ◽  
User Preferences ◽  
Learning Tools ◽  
Goal Programming Model ◽  
E Learning ◽  
Online Business ◽  
Hierarchy Process

The Analytical Hierarchy Process is a very common method used in Multi-Criteria Decision Making (MCDM) to analyze participative assessments. However, due to the qualitative nature of this methodology, a high percentage of inconsistencies need to be addressed when analyzing user preferences. This work analyzes the efficiency of the Goal Programming model in order to reduce inconsistencies with pairwise comparisons when working with inexpert participants and time limitations. A case study has been carried out that assesses online courses in higher education with the Analytical Hierarchy Process in order to understand the usefulness and feasibility of the method. Evaluation of four e-learning tools (collaboration tools, content tools, tutorial sessions and evaluation tools) used in an online business degree were collected from 72 students through a ‘Saaty-type’ survey, and the model was applied to improve the consistency of these results. This model has been able to minimize the inconsistencies of individual preferences while avoiding the loss of primary information.

Sign in / Sign up

Export Citation Format

Share Document