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  • Yudith A Frans
    Universitas Terbuka
  • Siti Aisyah
    Universitas Terbuka


As students of distance education institutions, the interest of Universitas Terbuka’s students in following the online tutorials  showed an increasing number from year to year. However, the number of students who actively following the online tutorial apparently not as big as the number of students who activated the tutorial.  This showed that there were certain factors that caused students did not participate actively. A quantitative approach was used to explain the effect of online tutorial service quality on students’ satisfaction and loyalty. Data collected through an online survey to all participants in the Faculty of Law, Social and Political Sciences (FISIP) which selected using accidental sampling technique. Furthermore, the data was analyzed by using the regression analysis and the univariate analysis. These analyses showed that the SERVQUAL model could be used to measure the learning services quality from multidimensional. Learning support services via the Internet (online tutorial) provided by UT stated in the good and satisfactory category. However, there were aspects of learning support services that still needed to be fixed by Universitas Terbuka, especially the accuracy of tutorial services provided by tutors, the speed of time to respond, giving feedback, and answering student questions.

Sebagai mahasiswa institusi pendidikan jarak jauh, minat mahasiswa Universitas Terbuka mengikuti Tutorial online (tuton) menunjukkan peningkatan jumlah dari tahun ke tahun. Namun demikian, jumlah mahasiswa yang aktif mengikuti Tuton ternyata tidak sebesar jumlah mahasiswa yang melakukan aktivasi Tuton. Hal ini menunjukkan bahwa terdapat faktor-faktor tertentu yang menyebabkan mahasiswa yang telah melakukan aktivasi tidak berlanjut dengan aktif sebagai peserta tuton. Pendekatan kuantitatif digunakan untuk menjelaskan pengaruh kualitas layanan tutorial online terhadap kepuasan dan loyalitas mahasiswa.  Pengumpulan data dilakukan melalui survei online based ke semua peserta Tuton FISIP yang terpilih melalui teknik accidental sampling. Selanjutnya data dianalisis dengan menggunakan analisis regresi dan analisis univariat. Melalui analisis ini diperoleh pembuktian bahwa  model SERVQUAL dapat dimanfaatkan untuk melihat kualitas layanan pembelajaran dari berbagai dimensi. Layanan bantuan belajar melalui internet (tutorial online) yang disediakan UT dinyatakan dalam kategori bagus dan memuaskan. Namun demikian, masih terdapat aspek-aspek layanan yang masih harus diperbaiki oleh UT,  khususnya ketepatan para tutor dalam memberikan tutorial dan kecepatan dalam merespon dan memberikan tanggapan dan jawaban atas pertanyaan mahasiswa.


internet usage, kepuasan mahasiswa, layanan Tutorial Online UT, loyalitas mahasiswa, online tutorial service, pemanfaatan internet, students satisfactory, students’ loyalty


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Published Mar 29, 2018
How to Cite
FRANS, Yudith A; AISYAH, Siti. PENGARUH KUALITAS LAYANAN TUTORIAL ONLINE TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA FISIP-UT. Jurnal Pendidikan Terbuka Dan Jarak Jauh, [S.l.], v. 19, n. 1, p. 1-12, mar. 2018. ISSN 2442-2266. Available at: <>. Date accessed: 17 dec. 2018.