E3S Web Conf.
Volume 202, 2020The 5th International Conference on Energy, Environmental and Information System (ICENIS 2020)
|Number of page(s)||8|
|Section||Decision Support System|
|Published online||10 November 2020|
Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality
1 Magister Program of Information System, School of Postgraduate Studies, Diponegoro University, Semarang - Indonesia
2 Department of Mathematics, Faculty of Science and Mathematics, Diponegoro University, Semarang, Indonesia
3 Department of Mathematics, Faculty of Science and Mathematics, Diponegoro University, Semarang, Indonesia
* Corresponding author: firstname.lastname@example.org
To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.
© The Authors, published by EDP Sciences, 2020
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