Abstract
To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.
Highlights
Getting access to education and learning is effortless and trouble-free, it is all cannot be separated from the rapid development of technology
Distancedlearning system is a way of teaching and learning that takes place without using interface process
Massive Open Online Course (MOOC) is one of the alternative learning that is followed by many internet users
Summary
Getting access to education and learning is effortless and trouble-free, it is all cannot be separated from the rapid development of technology. With the influence of technology, it provides broader space, accessible, and flexible in the learning procedure. The existence of distanced-learning systems aims to provide easy access to education and can reach wider community. This opportunity is used by many universities to organize distanced-learning systems as a support for conventional learning [1]. Massive Open Online Course (MOOC) is one of the alternative learning that is followed by many internet users. MOOC describes an open class with large-scale access organized by the university using the internet.
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