JOINTECH UMK e-ISSN : 2774-3462 Vol. 1, No. 2, Juni 2021, pp. 17-26 p-ISSN : 2733-4711 17 Journal Of Industrial Engineering And Technology (Jointech) UNIVERSITAS MURIA KUDUS Journal homepage : http://journal.UMK.ac.id/index.php/jointech MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES DURING THE COVID-19 PANDEMIC: A CASE STUDY OF UNIVERSITAS MURIA KUDUS Muhkhammat Sahrul Gunawan 1 *, Dian Erliana Febriyanti 2 , Rangga Primadasa 3 1,2,3 Universitas Muria Kudus, Gondangmanis PO BOX 53 Kudus, 59324, Indonesia Email : :muhsahrulgunawan78@gmail.com 1 dianerlianafebriyanti@gmail.com 2 rangga.primadasa@umk.ac.id 3 ARTICLE INFO ABSTRACT Article history : The spread of Covid-19 led to changes in Higher Education services at Universitas Muria Kudus, where the learning system was carried out online. Servperf is a method for measuring the performance of performance-based service quality. This method is used in this study, where five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy are used as the basis. The literature review was conducted to obtain 15 indicators. From the results of distributing questionnaires based on these 15 indicators, 118 respondents were students of Universitas Muria Kudus. From the tangible dimensions, the average score is 3, the average reliability dimension score is 3.358757, the Responsiveness dimension has an average score of 3.180791, The Assurance dimension has an average score of 3.217514, and the Empathy dimension has an average score of 2.988701. Whereas the highest score indicator was obtained namely the lecturer workforce was able to communicate and present the material well in online learning with an average score of 3.51. Meanwhile, the lowest indicators are indicators namely Ease of access and internet connection during online learning and the learning process that is easy to understand by students during online learning with the same average score of 2.67. Received : Accepted : Keywords: Covid – 19 Higher Education Servperf Quality of Service INTRODUCTION Covid-19 has spread throughout the world. Based on data from the World Health Organization (WHO) and the Ministry of Health's Public Health Emergency Operating Center (PHEOC) in Indonesia, as of November 18, there were 478,720 confirmed cases with 60,870 reactive cases, a total recovery of 402,347 and 15,503 deaths.(komite penanganan covid 19, 2020). One of the efforts to prevent the spread of covid-19, all countries around the world are trying to implement social distancing. Given that Covid-19 is very rapidly transmitted between humans, the entire country closes teaching and learning activities at schools and campuses. According to Viner et al.(Irawati and Jonatan, 2020)However, the closure of schools and campuses is based on evidence that reducing physical contact between students will reduce