EVALUATING ACADEMIC SUPPORT SERVICE QUALITY IN DISTANCE LEARNING: A FUZZY-SERVQUAL APPROACH TO STUDENT SATISFACTION

Mochammad Bagoes Satria Junianto

doi:10.18860/mat.v18i1.38578

EVALUATING ACADEMIC SUPPORT SERVICE QUALITY IN DISTANCE LEARNING: A FUZZY-SERVQUAL APPROACH TO STUDENT SATISFACTION

Mochammad Bagoes Satria Junianto

Abstract

The quality of academic support services is pivotal to student success and retention in distance education. This study evaluates the service quality of the Distance Learning Skills Training (PKBJJ) at Universitas Terbuka using the Fuzzy-SERVQUAL approach. A parallel 22-item SERVQUAL instrument was administered to 100 students to capture Expectations (E) and Perceptions (P) across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Linguistic judgments on a 1–5 Likert scale were mapped to triangular fuzzy numbers (TFN), aggregated, and defuzzified (centroid) to obtain crisp scores for E and P; gaps were computed as P−E at both item and dimension levels. Findings show negative gaps across all dimensions, indicating services do not fully meet student expectations. Priority deficits were observed in Reliability (gap ≈ −0.038) and Responsiveness (≈ −0.0127), followed by Tangibles (≈ −0.0092), while Assurance (≈ −0.0060) and Empathy (≈ −0.0010) performed comparatively better but still below expectations. The results provide an actionable improvement map emphasizing process consistency, timely responses, and incremental enhancement of facilities, while maintaining strengths in assurance and empathy. Methodologically, the integration of fuzzy logic with SERVQUAL demonstrates better sensitivity to subjective and ambiguous appraisals common in distance learning contexts, yielding more representative and decision-ready metrics for quality improvement.

Keywords: Service Quality; Fuzzy-SERVQUAL; Student Satisfaction; Distance Learning; Gap Analysis; Universitas Terbuka

Full Text:

PDF

References

[1] I. Kusyadi, M. B. Satria, and H. Basri, “Analysis and Design of the Web Base GuesthouseReservation Information System at UniversitasTerbuka Using The Prototype Method,” vol. 17, no. 1, pp. 36–41, 2025.

[2] Y. L. Sari, “Analisis Kualitas Sistem Knowledge Management Metode Quality Function Deployment (Studi kasus:PT.Pupuk Sriwidjaja Palembang),” Matics, vol. 12, no. 2, pp. 104–110, 2021, doi: 10.18860/mat.v12i2.9567.

[3] J. A. Pradana, N. Luh, and P. Hariastuti, “Kualitas Sistem Layanan Menggunakan Metode Fuzzy-Service Quality,” J. Ilm. Tek. dan Manaj. Ind., vol. 3, no. 1, pp. 2023–2032, 2023.

[4] Akbar, “SERVICE QUALITY ANALYSIS ON THE LEVEL OF STUDENT SATISFACTION OF THE OPEN UNIVERSITY AT THE MAJENE,” in Proceeding of the International Conference on Innovation in Open and Distance Learning, Universitas Terbuka, 2024, pp. 43–55.

[5] I. Simamora, “Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien PJT Terhadap Kualitas Layanan Kesehatan Rumah Sakit,” Curere, vol. 4, no. 1, pp. 43–51, 2020.

[6] K. Harefa, “Analisis Kualitas Pelayanan Dengan Menggunakan Metode Fuzzy Servqual,” KLIK Kaji. Ilm. Inform. dan Komput., vol. 3, no. 2, pp. 211–219, 2022.

[7] A. A. Hendharsetiawan, M. Khaerudin, and D. Setiadi, “Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Metode Fuzzy Servqual,” J. Sist. Inf. Univ. Suryadarma, vol. 12, no. 2, pp. 227–232, 2025, doi: 10.33752/invantri.v1i2.2324.

[8] A. D. Frayudha, “Road Flood Warning Detection Using Wireless Sensors and Fuzzy Logic to Support Gresik Smart City,” MATICS J. Ilmu Komput. dan Teknol. Inf. (Journal Comput. Sci. Inf. Technol., vol. 16, no. 2, pp. 108–121, 2024, doi: 10.18860/mat.v16i2.28380.

[9] I. B. G. P. Putra, “INTEGRASI METODE PENELITIAN STUDI KASUS : Integrated Case Study Research Methods : Descriptive , Exploratory , And Explanatory In Architectural Research,” vol. 23, no. 1, 2025.

[10] M. Sari, H. Rachman, N. J. Astuti, M. W. Afgani, and R. A. Siroj, “Explanatory Survey dalam Metode Penelitian Deskriptif Kuantitatif Jurnal Pendidikan Sains dan Komputer,” J. Pendidik. Sains dan Komput., vol. 3, no. 1, pp. 10–16, 2023, [Online]. Available: https://jurnal.itscience.org/index.php/jpsk/article/download/1953/1528

[11] Alfiana Lufanza, “Analisis Metode Lauh,” vol. 10, no. 2, pp. 1724–1733, 2022.

[12] D. . P. L. E. . & S. S. M. Pratami, “12452-12458+Peran+Penting+Komunikasi+Dalam+Pendidikan+Jarak+Jauh+Mengidentifikasi+Tantangan+Dan+Solusi+(1),” vol. 3, pp. 12452–12458, 2024.

[13] Y. Muqorrobin, “Implementasi Game Sebagai Media Sosialisai Mitigasi Gunng Meletus Pada Siswa Sd Kelas 4 Dengan Menggunakan Metode Finite State Machine Dan Fuzzy Sugeno,” Matics, vol. 13, no. 2, pp. 57–62, 2021, doi: 10.18860/mat.v13i2.8400.

[14] S. Arifin, F. S. Mukti, and A. S. Aziz, “Fuzzy Logic Controller Design for Smart Watering System of Rose Cultivation,” MATICS J. Ilmu Komput. dan Teknol. Inf. (Journal Comput. Sci. Inf. Technol., vol. 15, no. 2, pp. 102–108, 2023, doi: 10.18860/mat.v15i2.23876.

[15] F. Rastic Andrari, M. Maimunah, and Nurmala Dewi Qadarsih, “Penerapan Metode Fuzzy Mamdani Dalam Menentukan Harga Jual Ponsel Pintar Bekas (Studi Kasus Pada Kayyis Cellular Depok),” Pixel J. Ilm. Komput. Graf., vol. 14, no. 2, pp. 253–262, 2021, doi: 10.51903/pixel.v14i2.585.

DOI: https://doi.org/10.18860/mat.v18i1.38578

Refbacks

There are currently no refbacks.

The journal is indexed by :

_______________________________________________________________________________________________________________

Editorial Office:
Informatics Engineering Department
Faculty of Science and Technology
Universitas Islam Negeri Maulana Malik Ibrahim Malang
Jalan Gajayana 50 Malang, Jawa Timur, Indonesia 65144
Email: matics@uin-malang.ac.id
_______________________________________________________________________________________________________________

Username
Password
Remember me