Analysis of student satisfaction levels with administrative services in the Covid-19 pandemic period using servqual method

With the online learning model, there are many obstacles faced by students and teachers, many obstacles are experienced, whether it is due to the internet network or whether it is because students are not satisfied because they are not directly interactive with the teacher, in this study the problem is, to what extent are students satisfied students by using the model in the network (online). In the field of education, this pandemic is also very influential, starting from early education, basic education, secondary education, upper education to students, since the spread of the pandemic outbreak, the first to be secured was the world of education, because students are the nation’s successors in the future, then the government and ministries make regulations to carry out education which was initially by face-to-face learning and coming to school changed to learning from home with communication in the internet network. With the Servqual method, it can be concluded that student satisfaction in administrative services and lectures online and face-to-face because the Servqual method is a method used to measure service quality from the attributes of each dimension, so that a gap value will be obtained which is the difference between perceptions students for the services that have been received from the faculty at the university in the hope of what students will receive.