文章基本信息

标题：Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality
本地全文：下载
作者：Iqbal Firdaus ; Farikhin ; Bayu Surarso 等
期刊名称：E3S Web of Conferences
印刷版ISSN：2267-1242
电子版ISSN：2267-1242
出版年度：2020
卷号：202
页码：14007-14014
DOI：10.1051/e3sconf/202020214007
出版社：EDP Sciences
摘要：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.