Academic Service Quality (ASQ) Before and During Pandemic Covid-19 by Students and Lecturers

Currently, the whole world is facing the Covid-19 pandemic where almost all sectors are
experiencing its impact; one of them is in university related to the learning system. Distance learning
becomes one of the decisions taken as a solution so that the learning process in higher education can still
be carried out even in pandemic conditions. The hypothesis proposed is that there are differences in
Academic Service Quality (ASQ) before and during the pandemic Covid-19 according to lecturers and
students. The subjects of this study are 244 people consisting of 78 lecturers and 166 students at
University of Mercu Buana Yogyakarta (UMBY). The data collection method uses the SERVQUAL (service
quality) scale, which has five dimensions, namely: tangible, reliability, responsiveness, assurance, and
empathy. This scale is distributed in two versions, namely the lecturer and student version, each of which
has a reliability coefficient of alpha (α) of 0.959 and 0.860, and the correlation coefficient between the
two is 0.795. The research data are analyzed using two-way ANOVA statistical technique and it is found
that the F-test value is 59.15 (p <.01). These results indicate that (1) ASQ before pandemic covid-19
(mean = 96.14) was significantly higher than during the covid-19 pandemic (mean = 90.01) for students
and lecturers; (2) ASQ according to lecturers is significantly higher (mean = 103.62) than ASQ according
to students (mean = 88.18); (3) There is an interaction of Time (before Covid) and Subjects (LecturerStudent) on the perception of ASQ which is indicated by an F-test value of 8.27 (p <.05).