Implementing quality function deployment using service quality and Kano model to the quality of e-learning

<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number e-learning successes and future improvement efforts. Three research methodologies were used in this study measure, classify, translate service quality into process, namely SERVQUAL, Kano model, functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as users done examine developed methodology. The partial least square (PLS) method was process data. This employed quantitative method. Website content, assurance, empathy, responsiveness, tangibles, reliability, learning content are variables approach. provided knowledge on identifying analyzing services using (SERVQUAL) calculating score gap between perceived assessment (performance) expected website empathy variables, quality, satisfaction, behavioral intention. also evaluates what improvements can made improve services.</span>