MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES DURING THE COVID-19 PANDEMIC: A CASE STUDY OF UNIVERSITAS MURIA KUDUS

The spread of Covid-19 led to changes in Higher Education services at Universitas Muria Kudus, where the learning system was carried out online. Servperf is a method for measuring performance performance-based service quality. This used this study, five dimensions quality, namely tangible, reliability, responsiveness, assurance, and empathy are as basis. literature review conducted obtain 15 indicators. From results distributing questionnaires based on these indicators, 118 respondents were students Kudus. tangible dimensions, average score 3, reliability dimension 3.358757, Responsiveness has an 3.180791, Assurance 3.217514, Empathy 2.988701. Whereas highest indicator obtained lecturer workforce able communicate present material well online with 3.51. Meanwhile, lowest indicators Ease access internet connection during process that easy understand by same 2.67.