EVALUASI KUALITAS LAYANAN PENGGUNA LMS STIKES YRSDS DENGAN PENDEKATAN SERVQUAL

Abstract

The continuous advancement of information technology has led universities to begin utilizing Learning Management Systems (LMS) as online learning tools to support the effectiveness of academic activities. This study aims to evaluate the quality of LMS user service at the Dr. Soetomo Hospital Foundation College of Health Sciences (STIKES YRSDS) using the SERVQUAL model to identify the gap between user expectations and actual experiences with LMS services. This study employed a quantitative descriptive approach with a survey approach. The sample was selected purposively from students who had actively used the LMS for at least one semester. A sample size of 65 students was obtained using the Slovin method. Data were collected through questionnaires using a Likert scale of 1–5 and analyzed using SPSS software and Cartesian diagrams. The study findings indicate a negative gap across all five SERVQUAL dimensions, indicating that the LMS service is still considered inadequate to meet user expectations. The reliability and responsiveness dimensions were the aspects with the largest gaps, particularly in the attributes of system stability (R3 = −1.03) and service response speed (V5 = −0.97). Based on the Cartesian Diagram analysis, attributes in Quadrant I (Top Priority) include the physical appearance of the LMS (T1), response speed (V5), system stability (R3), and user attention (E4). This study concludes that STIKES YRSDS needs to continuously improve and develop the system, with a primary focus on increasing system speed, service stability, and user support to optimize user satisfaction.