Student satisfaction on distance education academic services

Abstract

Universitas Terbuka is the 45th State University in Indonesia that implements open and distance education. Educational services are delivered through modules and internet-based media. Developments at technological cause internet-based electronic media to be more used. In the 2018.1 semesters, the number of UT students was 302,484 people at 38 UT Regional Offices throughout Indonesia and 2,099 students at 39 Countries. Generally, academic services provided by UT to students include services at 1) guidance from study programs with distance education models; 2) registration services; 3) student learning materials (modules and non-print teaching materials); 4) face-to-face and online tutorials; 5) learning assistance counselling services; and 6) evaluation of learning. The level of student satisfaction with UT's academic services needs to be measured regularly to maintain service quality. This research was conducted on UT students with a sample of 370 students from 13 UT Regional Office. Sampling is representative of students from the regions of Western Indonesia, Central Indonesia, and Eastern Indonesia. Data is processed using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). In general, the level of student satisfaction with distance education attributes is at the value of 90.20%. That is, students feel very good satisfaction with the services provided by UT include aspects of distance education study programs and models, registration, teaching materials (modules and non-print teaching materials), face-to-face tutorials and online tutorials, learning assistance counselling services, and evaluation learn. When examined in more detail, there are several aspects that are above or below the index value (90.20%), for example, the number of face-to-face Tutorial meetings 8 times in one semester and online Tutorials can be accessed easily. Analysis with CSI shows that 6,3% academic services are in quadrant A, 54,2% services are in quadrant B, 29,2% services are on quadrant C and 10,4% services on quadrant D.