University 4.0 Performance: Improvement of Learning Management System Using E-ServQual Post-Covid-19 Pandemic

During the Covid-19 pandemic, learning was carried out online by utilizing various Learning Management System (LMS)-based platforms. Not only the reason for the COVID-19 pandemic but LMS is also deemed necessary to be immediately adopted by universities to face the challenges of the industrial era 4.0. To continue to have an advantage amid increasingly high competition, universities are required to improve and improve the quality of the LMS used. One of them is done through testing the user satisfaction response. User satisfaction is measured using the E-ServQual variable consisting of tangible, empathy, reliability, responsiveness, and assurance (TERRA). The instrument questionnaire used closed questions and was given to 100 LMS users, consisting of expectations and reality using a scale such as a scale of 1 for very satisfied, 2 for satisfied, 3 for neutral, 4 for dissatisfied, and 5 for dissatisfied. Then, the data were analyzed using descriptive analysis by calculating the average score variable and measuring the Customer Satisfaction Index. Overall, users are satisfied with the performance of E-ServQual's attributes in implementing the Learning Management System (LMS) during the Covid-19 Pandemic, and in general, the use of LMS has shown good performance. However, from the data on the perception gap between expectations and reality, it shows that the Higher Education Learning Management System needs to improve the appearance of the LMS homepage which is more attractive, operators must be easily contacted by users, and are required that operators work more quickly, seriously, and politely in responding to various problems. user complaints. Keywords—Covid-19 pandemic, e-servqual, learning management system, university 4.0