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Abstrak Peningkatan perkembangan teknologi informasi mengantarkan pada pemakaian peran teknologi informasi menjadi bagian proses bisnis perusahaan. seperti yang dilakukan oleh kampus AMIK BSI Bekasi yang menggunakan Learning Management System (LMS) untuk proses pengajaran, ujian, administrasi, maupun kegiatan akademis lainnya.Tujuan penelitian ini adalah mengetahui tingkat layanan dengan metode servqual, tingkat kepentingan setiap atribut berdasarkan metode Importance Performance Analysis (IPA) dan mengetahui tingkat kepuasan konsumen berdasarkan metode Customer Satisfaction Index (CSI). Pada penelitian ini menggunakan bauran kepuasan konsumen berdasarkan lima dimensi: Tangible, Realibility, Responsivness, Assurance, Empathy. Kinerja atribut pada kuadran I perlu ditingkatkan dan dilakukan evaluasi tiap bulan agar mengetahui keinginan dari konsumen(pengguna). Atribut yang masuk dalam kuadran II adalah atribut yang perlu dipertahankan kinerjanya dan sudah memuaskan konsumen(pengguna). Atribut yang masuk dalam kuadran III adalah atribut yang memiliki prioritas rendah dan kuadran IV adalah atribut yang dianggap kurang penting oleh konsumen(pengguna) tetapi kinerja penerapan LMS pada AMIK BSI Bekasi sudah sudah sangat baik. Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen(pengguna) secara menyeluruh diperoleh nilai CSI sebesar 86,86% dan nilai ini terletak di rentang 81%-100% yang menunjukkan bahwa indeks kepuasan konsumen (pengguna) pada kriteria “Sangat Puas”. Kata Kunci : Kepuasan konsumen, Learning Management Sistem (LMS), IPA, CSI. Abstract Increased development of information technology leads to the use of the role of information technology become a part of business processes of the company. as performed by campus AMIK BSI Bekasi who use Learning Management System (LMS) for the process of teaching, exams, administration, and other academic activities. The purpose of this study was to determine the quality of service with servqual method, the level of importance of each attribute by Importance Performance Analysis (IPA) and know the level of customer satisfaction based methods Customer Satisfaction Index (CSI). In this study, using a mix of customer satisfaction based on five dimensions: Tangible, Realibility, responsivness, Assurance, Empathy. Performance attributes in quadrant I need to be improved and to be evaluated every month in order to know the desires of consumers (users). Attributes included in quadrant II are the attributes that need to be maintained and its performance has been satisfying consumers (users). Attributes included in quadrant III is an attribute that has a low priority and quadrant IV are the attributes that are considered less important by customers (users) but the performance of the application on LMS AMIK BSI Bekasi has been very good. The results showed that the level of satisfaction of consumers (users) overall CSI score of 86,86% was obtained and this value lies in the range of 81% to 100% which shows that the index of satisfaction of customers (users) on the criteria of "Very Satisfied". Keywords : Customer satisfaction, Learning Management System (LMS), IPA, CSI .

Analisis Kepuasan Pengguna LMS Berbasis Web Dengan Metode Servqual, IPA dan CSI