Impact of E-Service Quality on Satisfaction with E-Learning Usage at PT LSP XYZ
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Keywords:
Customer satisfaction, SEM, service quality
Abstract
PT LSP XYZ is a company that operates in the field of professional certification, where currently professional certification participants are experiencing an increase and decrease in participants, especially in the aspect of e-learning development which has an impact on customer satisfaction. If this is not repaired immediately, the damage will impact the level of customer satisfaction. This research aims to combine expectations and reality regarding the services provided by the company to customers using the Servqual method and analyze the factors that influence customer satisfaction with LSP XYZ which can then be used as a basis for formulating recommendations to increase the level of customer satisfaction of LSP XYZ. and Structural Equation Modeling (SEM) analysis tools.
References
A. Saputra and D. Kurniadi, “Analisis Kepuasan Pengguna Sistem Informasi E-Campus Di Iain Bukittinggi Menggunakan Metode Eucs,”Voteteknika (Vocational Tek. Elektron. dan Inform., vol. 7, no. 3, p. 58, 2019.
A. Parasuraman, V. A. Zeithaml, dan A. Malhotra, “E-S-QUAL a multiple-item scale for assessing electronic service quality,” J. Serv. Res., vol. 7, no. 3, hal. 213–233, Feb 2005, doi: 10.1177/1094670504271156.
Aisha N. (2018). “Pengaruh Kuantitas Pelayanan dan Kualitas Pelayanan Terhadap Citra Merek pada Universitas Muhammadiyah Sumatera Utara”, Jurnal Samudra Ekonomi dan Bisnis, Vol. 9, No. 2, hal. 128-137.
Aisha, N., & Kurnia, E. (2018). Pengaruh kuantitas pelayanan dan kualitas pelayanan terhadap citra merek pada Universitas Muhammadiyah Sumatera Utara. Jurnal Samudra Ekonomi dan Bisnis, 9(2), 128–137.
Al-Fraihat, D., Joy, M., & Sinclair, J. (2020). “Evaluating E-learning System Success: An Empirical Study”, Computers in Human Behavior, Vol. 102, hal. 67-68.
Aparicio, M., Bacao, F., & Oliveira, T. (2017). “Grit In The Path To E-Learning Success”, Computers in Human Behavior, Vol. 66, hal 388-399.
Aritonang, L. R. (2005). Kepuasan Pelanggan, PT Gramedia Pustaka Utama, Jakarta.
Aryanto, V. D. W. and Wismantoro Y. (2020). Marketing Digital: Solusi Bisnis Masa Kini dan Masa Depan. PT. Kanisius, Yogyakarta.
Cidral, W. A., Oliveira, T., Di Felice, M., & Aparicio, M. (2018). “E-Learning Success Determinants: Brazilian Empirical Study”. Computers & Education, Vol. 122, hal 273–290.
Creswell, J.W. and Creswell, J.D. (2018). “Motivational Strategies to Improve Artisan’s Productivity in the Construction Industry in Ghana”, Journal of Building Construction and Planning Research, Vol.8, No. 4, hal.285-301.
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS), 4th, Badan Penerbit Universitas Diponegoro, Semarang.
Gunawan, S. (2022). “Analisis Kualitas Layanan Pengguna Website E-Learning dengan Metode Servqual (Studi Kasus Spada Dikti Program Kampus Merdeka)”, MDP Student Conference (MSC). Universitas Multi Data Palembang, Palembang, hal. 526-536.
Hair, J. F., Black, W. C., Babin, B. J. (2009). Multivariate data analysis 7th Edition, Upper Saddle River, Prentice Hall.
Iskandar, D., & Nasution, M. I. B. (2019). “Analisis Pengaruh Kepercayaan, Keamanan dan Kualitas Pelayanan Terhadap Keputusan Pembelian pada Online Shop Lazada SNK”, Jurnal Kewirausahaan, Vol 1, No. 1, hal. 128–137.
Iskandar, D., & Nasution, M. I. B. (2019). Analisis pengaruh kepercayaan, keamanan dan kualitas pelayanan terhadap keputusan pembelian pada online shop lazada (studi kasus pada mahasiswa/i FEB UMSU). Proseding Seminar Nasional Kewirausahaan, 1(1), 128–137.
Ivanaj, S., Nganmini, G. B., & Antoine, A. (2019). “Measuring E-Learners Perception of Service Quality”. Journal of Organizational and End User Computing, Vol. 31, No. 2, hal. 83-104.
Kotler, P., & Keller, K. L. (2018). Manajemen pemasaran. Jakarta: PT. Indeks.
Kotler, Philip and Keller K. L. (2018). Manajemen Pemasaran, 12th edition. PT Indeks, Yogyakarta.
Malhotra. (2010). Marketing Research: An Applied Orientation. 6th Edition, Pearson Education Inc, USA.
Marie, A. L., & Budi, A. (2020). “Analisis Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Kopi Kenangan The Breeze, Bumi Serpong Damai”, Jurnal Ilmiah Pariwisata, Vol. 25, No. 2, hal. 99-107.
Muarie and Nopriani, “Mengukur Tingkat Kepuasan Pengguna e-Learning (Uin Raden Fatah Palembang),”JUSIM (Jurnal Sist. Inf. Musirawas), vol. 5, no. 1, 2020.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, Vol. 49, No. 4, hal. 41–50.
Parasuraman, Zeithaml and Berry. (1990). Delivering Quality Service (Balancing Customer Perceptions and Expectations). The Free Press, New York.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). “Internet Banking Service Quality, E-Customer Satisfaction And Loyalty: The Modified E-SERVQUAL Model”, TQM Journal, Vol. 32, No. 6, hal. 1443–1466.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
Saputra, A., & Kurniadi, D. (2019). “Analisis Kepuasan Pengguna Sistem Informasi E-Campus Di Iain Bukittinggi Menggunakan Metode Eucs”. Voteteknika (Vocational Teknik Elektronika dan Informatika), Vol.7, No. 3, hal. 58-66.
Shafira, Wahyudin, Vicky. 2020. “Pengaruh E-Service dan Kualitas Sistem Terhdap Kepuasan Pengguna Sistem E-Learning dengan Moderasi Perceived Value”. Jurnal Management Bisnis Vol 2 No. 2.
Sekaran, Uma, Bougie, Roger. (2016). “Research Methods For Business: A Skill Building Approach, 7th Edition”, New Jersey, Wiley.
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D, Alfabeta, Bandung.
Sugiyono. (2015). Metode Penelitian Kombinasi (Mix Methods), Alfabeta, Bandung.
Tjiptono F. and Chandra G. (2011) . Service Quality and Statisfacation, 3rd edition, Universitas Muhammadiyah Malang, Malang.
Tjiptono, F., & Chandra, G. (2020). Pemasaran Strategik Domain, Determinan, Dinamika (1st ed.). Yogyakarta: Penerbit Andi (Anggota IKAPI).
Wijaya, T. (2011). Manajemen Kualitas Jasa. 1st edition, Indeks, Jakarta.
A. Parasuraman, V. A. Zeithaml, dan A. Malhotra, “E-S-QUAL a multiple-item scale for assessing electronic service quality,” J. Serv. Res., vol. 7, no. 3, hal. 213–233, Feb 2005, doi: 10.1177/1094670504271156.
Aisha N. (2018). “Pengaruh Kuantitas Pelayanan dan Kualitas Pelayanan Terhadap Citra Merek pada Universitas Muhammadiyah Sumatera Utara”, Jurnal Samudra Ekonomi dan Bisnis, Vol. 9, No. 2, hal. 128-137.
Aisha, N., & Kurnia, E. (2018). Pengaruh kuantitas pelayanan dan kualitas pelayanan terhadap citra merek pada Universitas Muhammadiyah Sumatera Utara. Jurnal Samudra Ekonomi dan Bisnis, 9(2), 128–137.
Al-Fraihat, D., Joy, M., & Sinclair, J. (2020). “Evaluating E-learning System Success: An Empirical Study”, Computers in Human Behavior, Vol. 102, hal. 67-68.
Aparicio, M., Bacao, F., & Oliveira, T. (2017). “Grit In The Path To E-Learning Success”, Computers in Human Behavior, Vol. 66, hal 388-399.
Aritonang, L. R. (2005). Kepuasan Pelanggan, PT Gramedia Pustaka Utama, Jakarta.
Aryanto, V. D. W. and Wismantoro Y. (2020). Marketing Digital: Solusi Bisnis Masa Kini dan Masa Depan. PT. Kanisius, Yogyakarta.
Cidral, W. A., Oliveira, T., Di Felice, M., & Aparicio, M. (2018). “E-Learning Success Determinants: Brazilian Empirical Study”. Computers & Education, Vol. 122, hal 273–290.
Creswell, J.W. and Creswell, J.D. (2018). “Motivational Strategies to Improve Artisan’s Productivity in the Construction Industry in Ghana”, Journal of Building Construction and Planning Research, Vol.8, No. 4, hal.285-301.
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS), 4th, Badan Penerbit Universitas Diponegoro, Semarang.
Gunawan, S. (2022). “Analisis Kualitas Layanan Pengguna Website E-Learning dengan Metode Servqual (Studi Kasus Spada Dikti Program Kampus Merdeka)”, MDP Student Conference (MSC). Universitas Multi Data Palembang, Palembang, hal. 526-536.
Hair, J. F., Black, W. C., Babin, B. J. (2009). Multivariate data analysis 7th Edition, Upper Saddle River, Prentice Hall.
Iskandar, D., & Nasution, M. I. B. (2019). “Analisis Pengaruh Kepercayaan, Keamanan dan Kualitas Pelayanan Terhadap Keputusan Pembelian pada Online Shop Lazada SNK”, Jurnal Kewirausahaan, Vol 1, No. 1, hal. 128–137.
Iskandar, D., & Nasution, M. I. B. (2019). Analisis pengaruh kepercayaan, keamanan dan kualitas pelayanan terhadap keputusan pembelian pada online shop lazada (studi kasus pada mahasiswa/i FEB UMSU). Proseding Seminar Nasional Kewirausahaan, 1(1), 128–137.
Ivanaj, S., Nganmini, G. B., & Antoine, A. (2019). “Measuring E-Learners Perception of Service Quality”. Journal of Organizational and End User Computing, Vol. 31, No. 2, hal. 83-104.
Kotler, P., & Keller, K. L. (2018). Manajemen pemasaran. Jakarta: PT. Indeks.
Kotler, Philip and Keller K. L. (2018). Manajemen Pemasaran, 12th edition. PT Indeks, Yogyakarta.
Malhotra. (2010). Marketing Research: An Applied Orientation. 6th Edition, Pearson Education Inc, USA.
Marie, A. L., & Budi, A. (2020). “Analisis Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Kopi Kenangan The Breeze, Bumi Serpong Damai”, Jurnal Ilmiah Pariwisata, Vol. 25, No. 2, hal. 99-107.
Muarie and Nopriani, “Mengukur Tingkat Kepuasan Pengguna e-Learning (Uin Raden Fatah Palembang),”JUSIM (Jurnal Sist. Inf. Musirawas), vol. 5, no. 1, 2020.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, Vol. 49, No. 4, hal. 41–50.
Parasuraman, Zeithaml and Berry. (1990). Delivering Quality Service (Balancing Customer Perceptions and Expectations). The Free Press, New York.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). “Internet Banking Service Quality, E-Customer Satisfaction And Loyalty: The Modified E-SERVQUAL Model”, TQM Journal, Vol. 32, No. 6, hal. 1443–1466.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
Saputra, A., & Kurniadi, D. (2019). “Analisis Kepuasan Pengguna Sistem Informasi E-Campus Di Iain Bukittinggi Menggunakan Metode Eucs”. Voteteknika (Vocational Teknik Elektronika dan Informatika), Vol.7, No. 3, hal. 58-66.
Shafira, Wahyudin, Vicky. 2020. “Pengaruh E-Service dan Kualitas Sistem Terhdap Kepuasan Pengguna Sistem E-Learning dengan Moderasi Perceived Value”. Jurnal Management Bisnis Vol 2 No. 2.
Sekaran, Uma, Bougie, Roger. (2016). “Research Methods For Business: A Skill Building Approach, 7th Edition”, New Jersey, Wiley.
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D, Alfabeta, Bandung.
Sugiyono. (2015). Metode Penelitian Kombinasi (Mix Methods), Alfabeta, Bandung.
Tjiptono F. and Chandra G. (2011) . Service Quality and Statisfacation, 3rd edition, Universitas Muhammadiyah Malang, Malang.
Tjiptono, F., & Chandra, G. (2020). Pemasaran Strategik Domain, Determinan, Dinamika (1st ed.). Yogyakarta: Penerbit Andi (Anggota IKAPI).
Wijaya, T. (2011). Manajemen Kualitas Jasa. 1st edition, Indeks, Jakarta.
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2024-06-07
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