ABSTRACT
The COVID-19 pandemic that has hit Indonesia since March 2020 has brought multidimensional impacts, including on the education sector. In order to slower down the spread of the virus, the government of the Republic of Indonesia has implemented “large-scale social restriction,” which later altered into “enforcement of limitation on community activities.” Based on this regulation, schools and universities, especially in red zone areas, are required to conduct online lectures or distance learning during this period. Technological usage in supporting the implementation of distance learning system becomes crucial. One of applications that is widely used to support online lectures is the Zoom Cloud Meeting application. This chapter aims at analyzing the determinants of the level of importance and satisfaction of university students in using this application in their learning activities. This study observes 124 respondents who are students from universities in Indonesia and at the same time have experience in using the application for at least two months. This study employs several methods comprising Importance Performance Analysis (IPA), gap analysis, Customer Satisfaction Index (CSI), and t-test. This study suggests several findings. Firstly, based on IPA method, it is found that internet data usage is the top priority that should be improved. Secondly, the gap analysis shows that only two variables namely, virtual background and filter features, have met the users’ expectation. Thirdly, according to CSI value, respondents are satisfied in general with the Zoom application in supporting their online lecture activities. Lastly, when compared with other similar online meeting applications, the t-test of one sample statistic shows that Zoom has better performance.
