The Influence of Service Communication in Pandemic Era on Unisba Student Satisfaction^ Tresna Wiwitan, M.Si., M.Subur Drajat, M.Si., Dr. Nurrahmawati
Fakultas Ilmu Komunikasi, Universitas Islam Bandung
Abstract
The indicators for the assessment of stakeholders towards an institution are, among others, due to the service provided by the institution, including higher education institutions. During a pandemic like this, lectures are held online. Since March 2020 Unisba has been running online lectures, there are several obstacles faced by lecturers and students, for example server down or internet connection problems. Thesis Guidance, Proposal Session, and Thesis Session are conducted online. Online Thesis Guidance is often an obstacle, where lecturers cannot directly guide their students. This is a problem during online lectures. Online lectures through e-learning.unisba and the services of lecturers - educators to students are part of the communication services provided by Unisba to students. Student dissatisfaction with the services provided by faculties and universities is usually conveyed on social media and this can be a boomerang effect for Unisba. Based on the background of the problem, the researcher will conduct research on ^The Influence of Service Communication in a Time of Pandemic on Unisba Student Satisfaction^ (Correlation Study on Customer Relationship Management). Customer Relationship Management (CRM) is a form of service communication that is based on building customer relationships. In the context of this research, Unisba should build good relationships with students through the CRM concept. The specific purpose of this research is to find out and analyze- 1) the influence of the people aspect on student satisfaction, 2) the influence of the process aspect on student satisfaction, and 3) the influence of the technology aspect on student satisfaction.
This research uses quantitative research with explanatory survey method. The population in this study was Unisba strata-1 (S1) students who were active in the 2020/2021 academic year, totaling 12,854 students. To determine the sample size, the Slovin formula is used with a margin of error of 0.09, the sample
Keywords: Customer Relationship Management, Service Communication, Student Satisfaction
