American Journal of Universal Studies

Vol. 1, No. 01, 2023

E-ISSN: ---- ---- | P-ISSN: ---- ---

MANAGEMENT OF ACADEMIC SERVICES IN BUILDING STUDENT

SATISFACTION IN PRIVATE E-LEARNING MEDIA MANAGEMENT

TO IMPROVE THE QUALITY OF MATHEMATICS LEARNING AT

PRIVATE UNIVERSITIES

Lia Saniah*

, Iim wasliman

, Hanafiah

, Deti Rostini

Nusantara Islamic University, Bandung, Indonesia

[email protected], iim_wasliman@yahoo.com, [email protected], detirostini@uninus.ac.id

Abstract: This study aims to describe and

analyze e-learning media management to

improve the quality of mathematics learning in

private universities. Data collection techniques in

this study were carried out through interviews,

observations, and document studies. The results

of the study are as follows: 1) E-learning media

planning has been carried out according to the

principles of planning even though it is not yet

complete; 2) The organization of e-learning

media has been effective in accordance with the

main tasks and functions of work units in the

higher education environment although it is not

yet fully flexible; 3) The implementation of e-

learning media in principle, both study programs

have carried out in accordance with the planning

although there are still some implementations that

are not in accordance with the established plan;

4) Evaluation of e-learning media in principle,

both study programs evaluate the program based

on Higher Education standards with a cycle

(PPEPP); 5) The problem of e-learning media in

principle the two study programs are not so

serious, only technical obstacles such as the

instability of the internet network in certain

regions; 6) Solutions to e-learning media

problems in principle, both study programs have

the same policy to solve the same problems

related to the use of e-learning media, namely in

human resources, infrastructure and e-learning

facilities; 7) The impact of using e-learning

media in principle, the two study programs have

similarities in student learning outcomes and

students give a positive appreciation for

mathematics learning. E-learning media

management to improve the quality of

mathematics learning at private universities has

been oriented to the principles of learning

through the use of e-learning media.

Keywords: Management; Media E-learning;

Quality of Learning

1. Introduction

At the end of 2019, the whole world

was shocked by a disease that emerged in the

city of Wuhan, the capital of Hubei

Province, China. The disease originated

from the coronavirus, which then continued

to spread and became a pandemic known as

COVID-19 (Corona Virus Disease). Since

its discovery in Wuhan, China, in December

2019, the virus has spread widely to the

point of infecting more than 200 countries

and to the World Health Organization or

WHO on February 11, 2020, has increased

rapidly on the scale of the epidemic that

continues to this day (Li, Geng, Peng, Meng,

& Lu, 2020).

The government has issued various

policies and initiatives to face learning

obstacles during the Covid-19 pandemic,

such as the revision of the four ministers'

joint decree (SKB) which was issued on

August 7, 2020, to adjust learning policies

during the current pandemic era. In addition,

schools are given the flexibility to choose a

curriculum that suits the learning needs of

students during the pandemic, as stipulated

in the Decree of the Minister of Education

and Culture regarding the curriculum during

the emergency period.

E-Learning is an information

technology that is implemented in the world

of education, especially in learning

resources. Therefore, e-Learning is

something relatively new in Indonesia. Now

e-Learning is one of the alternative learning

media because of its advantages. Currently,

the concept of e-learning has been widely

accepted by the world community, as

evidenced by the rampant implementation of

e-learning, especially in educational

institutions (schools, training, and

universities). Some universities organize

electronic learning activities as a supplement

(addition) to the subject matter that is

Lia Saniah, Iim wasliman, Hanafiah, Deti Rostini: Management of Academic Services In Building Student

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presented regularly in the classroom. The

tendency to develop e-learning as an

alternative to learning in various educational

institutions is increasing in line with

developments in the field of communication

and information technology. The term e-

learning also contains a very broad meaning,

so many experts have elaborated on the

definition of e-learning from various points

of view. One of the definitions that are quite

acceptable to many parties is from (Wahono,

2008) which states that e-learning is a type

of teaching and learning that allows the

delivery of teaching materials to students

using internet media, intranets, or other

computer network media. (Dabbagh &

Bannan-Ritland, 2005) refer to e-learning by

the term online learning which defines

online learning as an open and distributed

learning environment with pedagogical

tools, the internet, and network-based

technologies, to facilitate learning and build

science through action and interaction. E-

learning is learning that can be done

anywhere and anytime, depending on the

needs of human resources (teachers,

lecturers, instructors, and students) who

carry out the e-learning learning activities.

Pasundan University and Mathla'ul

Anwar University, follow this trend of

technological development. The university

has implemented a learning system called e-

learning. Learning with this e-learning

media was chosen because of the simplicity

of the structure and ease of access to the

system by all users. This system is combined

with a synchronous and asynchronous

learning system, making it easier for

students to access lecture materials and take

care of administration. The success of this

system depends largely on the users of the

system, namely students and lecturers.

However, in its implementation, the use of

this system is not optimal as it should be due

to various factors including the need for

adjustments for students and teaching

lecturers to use this program and because

online lectures are very limited by time and

space. So that lecturers cannot directly

monitor students one by one in one face-to-

face lecture, this requires students to be more

independent in understanding the material

and completing the tasks given by the

lecturer. In addition, many students

complained and regretted this. Because there

are many obstacles they encounter when

using this online lecture system. One of the

main problems is related to network

constraints experienced by students and

students' lack of understanding of the

material obtained from the e-learning media

that has been provided.

Based on the results of a pre-survey of

21 students conducted on February 18, 2021,

data on the percentage of student difficulties

in Figure 1 was obtained as follows:

Figure 1

Diagram of students' Difficulties

studying Linear Algebra Courses

Based on data on the difficulty of

students in studying linear algebra courses,

68% experienced difficulties and 32% did

not experience them. This means that many

students’ answers related to the material of

building a space that finds difficult to

understand. The problem today is that there

are still many students who consider

mathematics a difficult subject. To (Auliya

Marfuatin Nurjanah, 2026), mathematics is

considered a difficult subject because the

characteristics of mathematics are abstract,

logical, systematic, and full of confusing

symbols and formulas. The difficulties that

exist in mathematics subjects demand the

creativity of teachers in mathematics

subjects to develop their learning, both in

terms of methods and media used.

Researchers also conducted a pre-

survey by providing a questionnaire about

the wishes of students who want to learn

using Moodle’s Learning Management

System (LMS) learning media. With the

question "I want to learn using the Learning

Management System (LMS) Learning

Media Moodle".

Based on the results of the

questionnaire that has been given to 21

students, the results in Figure 1.2 are

obtained as follows:

68%

32%

Sulit Tidak

Lia Saniah, Iim wasliman, Hanafiah, Deti Rostini: Management of Academic Services In Building Student

Satisfaction, 1(1) 9-20 ã 2023

Figure 2

Diagram of wanting to learn using

Moodle's Learning Management System

(LMS) learning media

The diagram above shows the data from

the questionnaire about students' desire to

learn using Moodle's Learning Management

System (LMS) learning media is 76% and

24% do not want. Students stated that they

want to learn using Moodle Learning

Management System (LMS) learning media.

However, there are several obstacles

expressed by students that students have

various complaints during online learning

including the number of assignments given,

difficulty understanding lessons, and limited

internet quota used in online learning. The

problems that arise during online learning at

home experienced by students make

learning ineffective. Problems that occur

include the lack of network, data packages

(Internet quota), The availability of learning

devices (laptops, smartphones), the

atmosphere of the house, and the

surrounding environment that is not

supportive also determine the effectiveness

of online learning. The biggest difficulty

experienced by students is the level of

understanding of the material because the

learning style of each student affects the

level of understanding in the absorption of

learning materials.

According to (Firman & Rahayu, 2020)

although the use of gadgets can support the

online learning process, several things must

be considered, including the possibility of

negative impacts of misuse and excessive

use of gadgets. Students admit that in

addition to learning, they also use

smartphones to access social media. Where

social media has shown indications of

gadget addiction due to excessive use of

gadgets. This raises concerns about the

negative effects of using gadgets and social

media such as the possibility of being

exposed to misinformation and inattention

during learning due to playing social media.

In addition, people who are addicted to

gadgets tend to have social and academic

problems.

Thus, quality in the field of education

includes the quality of inputs, processes,

outputs, and outcomes. Educational inputs

are declared to be of high quality if they are

ready to compete by the national minimum

standards in the field of education. The

educational process can be declared quality

if it can create an atmosphere of active,

creative, innovative, and fun learning so that

educational goals can be achieved properly.

Output is declared quality if the learning

outcomes are achieved by students’

situation.

2. Research Method

This research is a type of qualitative

research. The research approach used is a

phenomenological approach (meaning of

existence) that is, a way of approaching

obtaining knowledge about something

(object) as it appears and becomes the

experience of our consciousness (Moleong,

2007). The use of this approach is adjusted

to the main objectives of the research,

namely describing the development of e-

learning media management to improve the

quality of mathematics learning at private

universities.

The informants of this research consist

of doctors, lecturers, and students, which are

determined later according to the needs and

objectives of the research. The informants

were selected based on their duties and

relationships with the research theme, using

the principle of "snowball", that is, the

determination of research informants who

were originally few, over time became large

(Sugiyono, 2019). To collect all the research

data needed in this study comprehensively,

the researchers used three kinds of data

collection techniques, namely: interviews,

observations, and documentation.

Furthermore, the data that has been collected

is analyzed qualitatively by following the

data analysis techniques proposed by (Miles

& Huberman, 1994), through three lines of

76%

24%

Ya Tidak

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activities carried out sequentially, namely;

(1) data reduction, (2) data display, and (3)

conclusion/verification collection is carried

out continuously during the research

process.

3. Result And Discussion

E-Learning Media Planning in

Mathematics Learning at Private

Universities

Planning is one of the important

management functions because planning

plays a strategic role in the success of

educational service efforts. Based on the

results of the research findings, data were

obtained that the two universities have

carried out planning by the principles of

planning, measurable and comprehensive

which includes four stages, namely goal

setting, curriculum, human resources, and

infrastructure. Planning for the use of e-

learning media in the Curriculum is outlined

in the RPS to realize the vision, mission, and

objectives of the Study Program, where the

objectives of the Study Program are

educational institutions that utilize and

maintain supporting facilities for digital-

based learning process. This is in line with

(Siswanto, 2007) planning is the process and

series of activities to set goals in advance at

a certain period/period and the stages/steps

that must be taken to achieve these goals. In

line with Hamzah (2009: 2) planning is a

way to make activities run well,

accompanied by various anticipatory steps

to minimize the gaps that occur so that the

activities can achieve the goals that have

been set. The basics of the need for a

learning planning process to achieve

learning improvements.

Learning planning includes several

activities such as the formulation of goals to

be achieved in a learning activity, methods

used to assess the achievement of these

goals, learning material materials to be

delivered, and preparation of tools or media

used. Learning process planning includes

reps, which contain the identity of the

course, CPL, CPMK, achievement

indicators, learning objectives, teaching

materials, time allocation, learning methods,

learning activities, assessment of learning

outcomes, and learning resources. Where all

of that has been agreed upon at the time of

the curriculum update meeting based on the

Vision, Mission, and Objectives. This is in

line with (Terry, 2010). Planning is the

selection of facts and the linking of facts and

the making and use of estimates or

assumptions for the future by describing and

formulating the activities necessary to

achieve the desired result.

Regarding the understanding of the

current situation, the two study programs

have almost the same conditions related to

educators and education staff but have

different conditions in terms of educational

infrastructure, availability of budgets, and

information resources of PT. Readiness in

terms of educational infrastructure

resources, financial resources, and different

information resources due to the fulfillment

of infrastructure, in addition to the

managerial ability of the dean and head of

the study program to take part in the

fulfillment of parasarana, finance, and

information facilities. This is in line with

(Danim, 2007) saying that if an institution

wants to improve the quality of its education,

it must at least involve five dominant factors,

namely:

Principal Leadership; the principal

must have and understand the vision of work

clearly, be able and willing to work hard,

have a high work drive, be diligent and

steadfast in working, provide optimal

service, and have strong work discipline.

Teacher; maximum involvement of

teachers, by improving the competence and

work profession of teachers in seminars,

workshops, and training so that the results of

these activities are applied in schools.

Student; the approach that must be

taken is "the child as a center" so that the

competence and ability of the student can be

explored so that the school can inventory the

strengths that exist in the student.

Curriculum; the existence of a

consistent, dynamic, and integrated

curriculum can enable and facilitate the

expected quality standards so that goals

(goals) can be achieved optimally.

Cooperation Network; Cooperation

networks are not only limited to the school

environment and the community (parents

and the community) but with other

organizations, such as companies or

government agencies so that the output of

schools can be absorbed in the world of

work.

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E-learning media management

(Moodle) in improving the quality of

learning contains an aesthetic value, because

it goes through stages that are orderly, neat,

and well-organized. Through careful

planning and well-organized

implementation and continuous evaluation

and supervision. Aesthetic value needs to be

presented in every process of organizing e-

learning because, without this value, e-

learning media is only limited to formalistic

activities without meaning. For this activity

to be meaningful, it is necessary to liven up

a comfortable, happy, conducive

atmosphere, so that a sense of affection

arises between teachers and students. The

sense of affection will begin to appear when

there is a sense of trust, attention, and

communication between the two parties.

Organizing the Use of E-Learning Media

in Mathematics Learning in Higher

Education

Based on the findings and interpretation

of the study, information was obtained that

organizing in both universities was effective.

In principle, the two universities have made

stages of organizing by the guidelines for the

use of e-learning media. The two study

programs have organized from internal to

external coordination by establishing

procedures and forming an e-learning media

program team so that they can work

optimally in the learning process by the

vision, mission, goals, and objectives of the

study program to prove and develop the

quality of learning. Both study programs

have run organizations related to describing

the vision, mission, goals, and objectives

into the operational activities of the head of

the study program so that it can be seen that

the head of the study program can translate

all activities preferably based on the vision,

mission, goals, and objectives.

This is shown by the implementation of

the duties and authorities of the study

program leaders in preparing academic work

programs and coaching students in the study

program environment, monitoring, and

evaluating the successful implementation of

work programs by the vision and mission,

and objectives of the Study Program that

have been launched and mutually agreed

upon together. The implementation of

practical lectures is assigned to the UPT Lab,

Computer Lab, Language Lab, and Micro

Teaching. Meanwhile, student academic

coaching, in addition to being carried out by

study program leaders, is also carried out by

guardian lecturers. The development of the

vision and mission for the lecturers of the

study program is carried out through

workshops, faculty work meetings, semester

plans, updating the syllabus and RPS, and

meetings with study program lecturers. In

the field of finance, the study program

designs the budget for activities and

accounts for it for the faculty.

This is in line with (Terry, 2010)

Organizing is the determination, grouping,

and preparation of the various activities that

are carried out to achieve the objectives, the

placement of people (employees), to these

activities, the provision of physical factors

suitable for work purposes and the

appointment of a relationship of authority,

devolved to each person about the

implementation of each expected activity.

The main function of the study program

is to design and carry out the activities of the

tri dharma of higher education at the study

program level by faculty policies. The

management operations and activities of the

study program are handled by three officers,

namely the head and secretary of the study

program, as well as the academic education

staff of the study program. The study

program leader is in charge of designing the

program, and implementing and

coordinating various activities of the trauma

of higher education at the study program

level, while the administrative officer is in

charge of recording and archiving the

academic activities of the study program.

This is in line with (Fattah, 2008) which

states that organizing is the process of

dividing work into smaller tasks, imposing

tasks on people according to their abilities,

allocating resources, and coordinating them

to effectively achieve organizational goals.

In line with George R. Terry's opinion

organizing includes: (a) dividing the

components of the activity needed to achieve

the goal into groups, (b) dividing the duties

to a manager to organize such groupings,

and (c) establishing authority among groups

or organizational units (Terry, 2010). In line

with Presidential Regulation Number 68 of

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2019 concerning the Organization of State

Ministries, it is determined to realize the

organization of state ministries that are the

right function, the right size, and the right

process to support the effectiveness of

government administration. According to

Dwight Waldo in Kencana Syafie with his

book Indonesian Government Bureaucracy,

explaining: Organization is a structure and

authority and habit in relations between

people in an administrative system.

From the description above, it can be

understood that a good learning process can

be carried out by students both inside and

outside the classroom, and with the

characteristics possessed by students, it is

hoped that they will be able to interact and

socialize with their friends properly and

wisely. With high intensity and continuous

learning, it is hoped that the process of social

interaction between friends can be created

properly and in turn, they respect and respect

each other even though in their journey they

differ from each other which in the end they

foster a democratic attitude between each

other.

In line with the above opinion, learning

according to the view of constructivism is:

"Learning is built by man little by little, the

results of which are expanded through a

limited (narrow) and not sudden context.

Learning is not a set of facts, concepts, or

rules that are ready to be taken and

remembered. Man must construct that

learning and form meaning through real

experience" (Depdiknas, 2003).

Evaluation of the Use of E-Learning

Media in Mathematics Learning in

Higher Education

Based on the findings and interpretation

of the research, the two study programs in

carrying out performance evaluation have

carried out Quality Assurance activities

based on the cycle of determination,

implementation, evaluation, control, and

continuous improvement (PPEPP). The

implementer is the Internal Quality

Assurance Unit (SPMI), and the product is

in the form of recommendations for the

academic performance of study programs in

the higher education environment. Quality

assurance is carried out continuously and

continuously by the Quality Assurance Unit

(UPM) at the Study Program level and the

Quality Control Group (GKM) at the Faculty

level, starting from program planning,

program implementation, and assessment. In

addition, the results of observations and

documentation that at the level of the

mathematics study program, faculty leaders,

make efforts to create a quality culture, then

carry out the following mechanisms:

Determination, Carrying out work

meetings managed by the Faculty in

updating the syllabus, RPS, and hand out

based on the latest scientific developments

and feedback received by the Study

Program. This working meeting is an effort

to ensure the quality of the lecture process.

Ahead of the semester, the study program

leaders held a coordination meeting with the

lecturers who taught the course. Meetings on

lecture technicalities and discussions on the

development of the latest lecture materials.

Study Program leaders and peer lecturers

provide input to lecturers who teach courses

to then be advised to make improvements to

the syllabus and RPS to the latest

developments in science. Apart from peer

lecturers, the input can come from feedback

obtained from students, alumni, and

graduate users. This effort is part of the

quality assurance of learning processes and

outcomes.

Implementation, the Head of Study

Program during lectures in the current

semester, carries out monitoring by checking

the frequency of attendance and duration of

lecturers' attendance in class. Monitoring is

carried out to meet the number of meetings

that must be met and the duration of lectures

according to the number of course credits. In

addition, at the end of the lecture, students

are welcome to fill in the instrument of

control interest by the money.

Evaluation, At the end of the academic

year, the Study Program evaluates the

implementation of the curriculum that can be

used for curriculum development. The

evaluation is carried out by the SOP by

taking into account the internal and external

needs of the Study Program. Curriculum

evaluation is carried out as an effort by the

Study Program to provide quality assurance

of processes and results.

Control and quality assurance of the

lecture process is carried out through lecture

monitoring in the form of a Student and

Lecturer Attendance List (DHMD),

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monitoring is carried out by the faculty

which is carried out by the Quality Control

Group and Study Program Leaders. Quality

assurance of learning outcomes is carried out

by the quality assurance team of

mathematics study programs using valid and

reliable instruments.

Continuous Improvement, By the SOP,

periodically updates the curriculum that is

developmental in nature. Curriculum

updates are carried out every four years once

and evaluations are carried out involving

various policymakers, users, alumni,

elementary school experts, and the

Indonesian Mathematics Lecturers

Association.

The above results are in line with

(Terry, 2010) Supervision can be formulated

as a process of determining what must be

achieved, namely standards, what is done,

namely implementation, assessing

implementation, and if necessary, making

improvements, so that the implementation is

by the plan, namely in line with standards

(measures). Implicitly the opinion states that

what is used to determine the standard of

assessment in education there must be an

aspect that is assessed. In line with (Koontz,

O’Donnell, & Weihrich, 1980), “controlling

is the measuring and correcting objectives of

subordinates to assure that events conform to

plans”. Supervision is the measurement and

correction of the achievement of goals to

ensure that all activities are the plan.

Implicitly in this sense sometimes there

are criteria used to determine the value and

the existence of the thing being assessed. In

other words, evaluation is the search for

something valuable from something. This

includes looking for useful information to

assess the existence of a program, which is

produced, has procedures, objectives, or

alternative program approaches, and is used

to achieve predetermined program

objectives.

So, evaluation is the activity of

assigning value to a phenomenon in which

certain value judgments are contained. The

evaluator can set the main objectives of the

evaluation. Whether to peddle or measure

the effectiveness of the program or

efficiency or perhaps in the process as

expressed by (Kaufman, 2019) that”

evaluation is a process used to assess the

quality of what is going on.”

In conducting an evaluation, the

evaluator should first determine the steps to

be taken. The determination of evaluation

steps is necessary with the aim that the

results of the evaluation obtained can be

accurate so that in determining the next

policy can be appropriate.

Problems of Using E-Learning Media in

Mathematics Learning in Higher

Education

Online learning is familiar nowadays.

Online learning is one of the solutions used

to overcome the problems of the learning

process during the Covid-19 pandemic.

Online learning provides more security

during the COVID-19 pandemic. Online

learning activities are carried out with

various applications. The applications used

include WhatsApp, Google Classroom,

Edmodo, Zoom, Google Meet, Webex,

Loom, Quizizz, and Duolingo (Pustikayasa,

2019; Wilson, 2020). These applications are

used by teachers to overcome the limitations

of face-to-face that teachers do with

students. Hopefully, with the application,

learning objectives can be achieved.

Based on the results of the research

findings, the problem of improving the

quality of e-learning-based mathematics

learning in two study programs is not so

serious, there are only a few lecturers who

are not enthusiastic about trying new IT-

based things, besides that there are some

who are a priori and feel that they cannot use

e-learning, even though they have not been

tried using e-learning. In addition, another

problem that arises when conducting e-

learning-based learning quality

improvement programs is that comfort zones

are often difficult to leave, where we already

feel enough of the usual learning. Other

problems that arise also from infrastructure

can be in the form of computers, laptops,

tablets, Smart Phones, computer networks,

the internet both from lecturers and students,

and large server needs in PT.

The problem that arises is that not

everyone has the same device. As well as

everyone has diverse abilities. However,

limited utilization and inadequate

connections can be obstacles. The learning

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process that was originally carried out

face-to-face turned into online learning,

making various parties involved must adjust

so that the learning process continues. This

online learning certainly still has problems

because most lecturers and students have

never done online learning. Obstacles are

not only felt by lecturers and students,

parents of students also experience

difficulties during this online learning

process. This is contrary to the Higher

Education Law number 12 of 2012, article

31 concerning Distance Education (PJJ)

explains that PJJ is a teaching and learning

process that is carried out remotely through

the use of various communication media.

PJJ will provide Higher Education services

to community groups who are unable to

attend face-to-face or regular education, and

expand access to and facilitate Higher

Education services in Education and

learning. PJJ is held in various forms,

modes, and scopes supported by learning

facilities and services as well as an

assessment system that ensures the quality of

graduates by the National Standards of

Higher Education.

Legally formally based on

Permendikbud No. 109/2013 (Article 2), PJJ

aims to provide 2016 – higher education

services to groups of people who cannot

attend face-to-face education, and expand

access and facilitate higher education

services in learning. That way it can be

interpreted that PJJ is an education system

that has the characteristics of open,

independent learning, and complete learning

by utilizing ICT and/or using other

techniques, and/or in the form of integrated

learning in higher education. Through this

PJJ system, everyone can get access to

quality education as well as face-to-face /

regular education in general without having

to leave their family, home, hometown, or

work, and not lose career opportunities. In

addition to obtaining easy access, the PJJ

system is also expected to be able to increase

the equitable distribution of the quality of

education for everyone. The mass nature of

the PJJ system in distributing quality

education that is standardized by utilizing

ICT, standardization of learning outcomes,

teaching materials, learning processes,

learning assistance, and learning evaluation,

makes quality education can be obtained by

various groups across time and space.

A lack of knowledge about platforms

that support learning will certainly have an

impact on the learning process. Students will

feel saturated because learning only uses the

WhatsApp application continuously. The

use of the WhatsApp application which has

limited features makes lecturers only

provide material in the form of videos and

commands to read the material in material

books owned by students. The collection of

assignments is still using conventional

methods, namely the tasks are written in

books then photographed and sent to the

WhatsApp group. With such a method, it

makes it inefficient for lecturers to correct

assignments from students. As a lecturer, it

is difficult to create fun learning for students.

Solutions for Using E-Learning Media in

Mathematics Learning in Higher

Education

The COVID-19 pandemic is still a

global problem, including the problems of

the Indonesian nation. To overcome the need

for the cooperation of all components of

society, including the learning process must

prioritize the prevention and health of

community residents in this case lecturers,

campus residents, including students. So

distance learning (PJJ) or online using e-

learning is a learning option in the current

emergency period. Although recognized at

the implementation level, various problems

have arisen faced by lecturers and faced by

students. Furthermore, the first problem

faced by students is the data package. Online

learning is learning that uses learning media

and internet networks, learning that depends

on the availability of information technology

(Haryadi & Selviani, 2021). In online

learning, students not only need a

comfortable and calm atmosphere at home

that supports effective learning but also an

adequate internet connection, and not

because there are still students who do not

have gadgets or packages (Rofi’ah, 2021)

(Sarwa, 2021). Furthermore, (Haryadi &

Selviani, 2021) reminded us of the

responsibility of schools as institutions, that

to overcome the problems of online learning

during this pandemic requires the

availability of infrastructure and platforms

Lia Saniah, Iim wasliman, Hanafiah, Deti Rostini: Management of Academic Services In Building Student

Satisfaction, 1(1) 9-20 ã 2023

that support the process of teaching and

learning activities. The problem of not

having or lacking a data package is certainly

very hindering, because as a prerequisite for

the existence of an internet network and a

determinant of the learning process.

Based on the findings of the study, it

can be interpreted that in principle the two

study programs have the same policy to

solve the same problems related to the use of

e-learning media, namely in human

resources, infrastructure, and e-learning

facilities. E-learning training for lecturers to

facilitate lecturers to get to know and

understand more deeply the features of e-

learning. In addition, the leadership gives a

circular to each lecturer to record the

implementation of synchronous learning

then the recordings are saved or linked to e-

learning or YouTube channels so that

students who are constrained by the network

can watch it at any time during a good

network connection.

Considering that the problem of data

packages is the biggest problem experienced

by students. Efforts to provide data package

stimulants to all students and lecturers at the

beginning of the pandemic have been carried

out. Admittedly, due to the prolonged

pandemic, the problem of data packages is

still dominant. Especially for families of

victims of layoffs or businesses stopped due

to PPKM or activity restrictions.

The lack of enthusiasm of students in

participating in learning since the pandemic,

early March 2020, and until now has not

shown that it will end, as well as learning

methods that emphasize learning from

home, undeniably make students less

socialized with the environment and their

friends. As a result, students experience

saturation, enthusiasm for learning

decreases, and even easily depressed. This

problem becomes serious because the

findings of low enthusiasm for learning

among students are the biggest problem for

lecturers in online learning. Lecturers as

determinants in the learning process must

have strategies and various learning methods

so that students are not saturated, and bored

and have the spirit to follow learning. if

necessary, learning is also entertainment that

educates students. As a solution, teachers

should prepare learning materials as

attractive as possible, such as the

presentation of material in PowerPoint slides

accompanied by learning videos so that the

material is livelier for students to feel. And

the task of the teacher is to raise the spirit of

learning in students when they lack

enthusiasm (Asmuni, 2020) (Basar, 2021).

And the learning model in the 2013

curriculum begins with the teacher's efforts

to attract the attention of students and

motivate them to be involved in the learning

process from beginning to end (Zahrawati &

Indah, 2021).

Online learning requires independent

responsibility and learning independence.

However, from the data, it is recognized that

independent learning at home is not easy,

there are many challenges faced by students

in learning. Many things affect it; a less

conducive family environment, content on a

device or laptop that does not support

learning, for example, games or other

content that attracts more children's

attention. Especially if parental and

environmental control is lacking. As a result

learning tasks are often overlooked. The

factors that cause learning concentration

disorders can be divided into two, namely

external (interference from outside the self)

and internal (self-condition) (Mantu, 2015).

Overcoming these problems needs to

create conditions before and during learning

so that students can focus on participating in

learning. For example, by creating a clear

schedule and communicating with students,

and parents are supportive. For students who

experience concentration problems, there is

a problem-solving with the Study Program

via Whatsapp, or can come to campus. In

addition, teachers are expected to create

learning content more creatively and attract

attention, with more varied applications and

learning methods. For example, with

cartoons, videos with power points, and so

on, with learning objectives.

The Impact of Using E-Learning Media in

Mathematics Learning in Higher

Education

Based on the research findings of the

two universities, there are similarities in the

impact of improving the quality of e-

learning-based mathematics learning,

namely that it can train students' patience in

Lia Saniah, Iim wasliman, Hanafiah, Deti Rostini: Management of Academic Services in Building Student

Satisfaction, 1(1) 9-20 ã 2023

participating in online learning, the

patience referred to here is, patience when at

the time of online learning, various obstacles

or obstacles are faced, be it from an

inadequate network, lack of understanding

of the material presented by lecturers and so

on. In addition, the positive impact, which is

felt by the student, of which is that the

student is more skilled in using technology.

because at any time he is faced with

technology to train students' master of

technology. This is also emphasized by one

of the students who view that with the online

presentation, students can follow the times.

(Karwati, 2014) stated that e-learning

facilitates interaction between students and

materials or subject matter. Likewise, the

interaction between students and lecturers

and between fellow students. Students can

share information or opinions about various

matters related to the lesson or students' self-

development needs. In online lectures,

lecturers have a role as a provider of learning

materials, stimulus, and direction for

students (Ningsih, 2020). The stimulus

provided is intended to help students

understand the lecture material, to provide

the final result in the form of behavior

changes in learning and mastery of

substance properly (Yuniarti, 2010). The

impact of this online lecture is expected to

motivate students in improving the quality of

learning and learning independence, besides

that lecturers are also expected to be able to

have higher quality teaching materials that

can be carried out anytime and anywhere

(Prayudi, 2009).

According to (Dhull & Sakshi, 2017),

there are two types of online learning. The

first is the wrap-around model. This model

relies on learning materials. This model

represents a resource-based learning

approach, as it seeks to use existing

relatively unchanged materials already

available online or offline. The second is

The Integrated Model, this model is closest

to a full online learning course. This model

is offered through a comprehensive learning

management system. The learning materials

for this model are mostly in electronic

formats such as computer conferencing

opportunities, small group-based

collaborative online learning activities, and

assessment of online learning outcomes. For

now, some of the subject matter content is

probably best assessed offline in published

textbooks and other sources. Learning and

teaching in this model require time to place

at a computer conference, where the

specified readings and assigned tasks are

discussed. Many of these teaching and

learning activities are quite smooth and

dynamic because they are largely

determined by individuals’ and groups’

activities.

Online distance learning is also able to

foster student learning independence.

Learning without direct guidance from

lecturers makes students independently look

for information about the course material

and the assignments assigned to them. Some

of the activities carried out are reading

reference books, online articles, and

scientific journals, or discussing with peers

through instant messaging applications

(Kuo, 2019) state that online learning is

more student-centered so that it can bring

out student responsibility and autonomy in

learning. Online learning requires students

to prepare for their learning, organize and

evaluate and simultaneously maintain their

learning motivation (Sun, 2014)

4. Conclusion

The conclusions of this study are: 1) E-

learning media planning has been running

according to the principles of planning even

though it is not yet complete; 2) The

organization of e-learning media has been

effective in accordance with the main tasks

and functions of work units in the higher

education environment although it is not yet

fully flexible; 3) The implementation of e-

learning media in principle, both study

programs have carried out in accordance

with the planning although there are still

some implementations that are not in

accordance with the established plan; 4)

Evaluation of e-learning media in principle,

both study programs evaluate the program

based on Higher Education standards with a

cycle (PPEPP); 5) The problem of e-learning

media in principle, the two study programs

are not so serious, only technical obstacles

such as the instability of the internet network

in certain regions; 6) The solution to the

problem of e-learning media in principle

both study programs have the same policy to

Lia Saniah, Iim wasliman, Hanafiah, Deti Rostini: Management of Academic Services In Building Student

Satisfaction, 1(1) 9-20 ã 2023

solve the same problems related to the use of

e-learning media, namely in SDM,

infrastructure and e-learning facilities; 7)

The impact of using e-learning media in

principle, the two study programs have

similarities in student learning outcomes and

students give a positive appreciation for

mathematics learning. E-learning media

management to improve the quality of

mathematics learning at private universities

has been oriented to the principles of

learning through the use through f e-learning

media.

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