User Satisfaction Analysis on Microsoft Teams and Google Classroom as E-Learning Media Using the E-ServQual Method

Abstract

The development of technology opens up great opportunities for the education industry from Elementary School, Junior High School, Senior High School to College so that the learning system can be done online using the E-Learning or Electronic learning method. E-Learning is carried out to reduce face-to-face activities due to the Covid-19 pandemic so that every activity that will be carried out is shifted online. E-Learning is developed through mobile applications and websites that are bridged by information technology, and the E-Learning process can use platforms such as Microsoft Teams and Google Classroom, which are online classrooms that can facilitate lecturers and students in communication. To assess to effectiveness of both platforms are used as a medium of learning and to see which better platform to be used as a medium of online learning, then do research by using E-ServQual or Electronic Service Quality as a measure to compare the level of user satisfaction in when using Microsoft Teams and Google Classroom that is used in the process of E-Learning. After the researchers conducted an analysis of the comparison of user satisfaction by looking at the level of effectiveness owned by Microsoft Teams and Google Classroom as a medium of online learning used by students of the Faculty of Computer Science and Unklab Business School that exist in Klabat University, the result found is that the use of Google Classroom is more effective to use on online learning in comparing Microsoft Teams, which means that students are more satisfied in compare or comfortable when using Google Classroom than Microsoft Teams when learning online.

Keywords: E-Learning, Microsoft Teams, Google Classroom, E-ServQual