Applying TAM and SERVQUAL to Explore User Experience of MyBEST UBSI
DOI:
https://doi.org/10.26418/justin.v10i2.56783Keywords:
SERVQUAL Model, TAM Model, Service QualityAbstract
Pengembangan layanan pendidikan khususnya melalui media online menjadi suatu kebutuhan bagi berbagai jenjang institusi pendidikan, terutama institusi pendidikan tinggi. Pada penelitian kali ini penulis menambahkan metode TAM untuk mengukur minat mahasiswa dalam penggunaan website elearning MyBest UBSI. Analisa skor gap pada SERVQUAL dilengkapi dengan 2 variabel eksternal TAM (Technology Acceptance Model) akan mengukur sejauh mana minat mahasiswa dalam menggunakan website elearning MyBest UBSI. Hasil dari penelitian ini menunjukan perceived usefulness (kemanfaatan) dan perceived ease of use (kemudahan penggunaan) mempengaruhi minat mahasiswa terhadap. Ketika pengguna menemukan bahwa sistem berguna bagi mereka maka mereka akan memiliki minat untuk menggunakannya. Namun diperlukan fokus perbaikan layanan terutama divariabel yang memiliki gap negatif dalam hal ini yaitu variabel assurance (jaminan) dimana pengguna belum merasakan jaminan yang baik terkait dengan sistem yang mereka gunakan.
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