Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2020
The Influence Of Online Learning Service Quality Towards Students Satisfaction And Loyalty: Case Study On Ruangguru Online Learning Provider
Skripsi, 023 / 2020 / IM
Undergraduate Theses from JBPTPPOLBAN / 2021-02-16 10:09:50
Oleh : Rena Aprianti - 165264029 (renaaprianti98@gmail.com)
Dibuat : 2021-02-16, dengan 4 file
Keyword : online learning, e-service, satisfaction, and loyalty
The existence of an online learning system can provide students to keep learning and increase their academic value. Ruangguru is one of the providers that offer online learning services. The presence of Ruangguru can increase expectations in learning with an online system. In order to improve service quality, it is necessary to measure the quality with several indicators. This study aims to determine how quality indicators can affect the quality of online learning services and to determine their effects on user satisfaction and loyalty. This study is quantitative research with data collection methods using non-probability sampling by distributing online questionnaires to 400 high school students. The data analysis uses PLS-SEM. The result of this study is that the overall online learning service quality significantly affects students' satisfaction and loyalty. Thus, online learning providers should increase their service attributes to gain the student's satisfaction and loyalty by modifying their SOP, added hologram media as new learning features, and alliancing with education institutions to increase online education quality. Keywords: online learning, e-service, satisfaction, and loyalty.
Undergraduate Theses from JBPTPPOLBAN / 2021-02-16 10:09:50
Oleh : Rena Aprianti - 165264029 (renaaprianti98@gmail.com)
Dibuat : 2021-02-16, dengan 4 file
Keyword : online learning, e-service, satisfaction, and loyalty
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Deskripsi Alternatif :The existence of an online learning system can provide students to keep learning and increase their academic value. Ruangguru is one of the providers that offer online learning services. The presence of Ruangguru can increase expectations in learning with an online system. In order to improve service quality, it is necessary to measure the quality with several indicators. This study aims to determine how quality indicators can affect the quality of online learning services and to determine their effects on user satisfaction and loyalty. This study is quantitative research with data collection methods using non-probability sampling by distributing online questionnaires to 400 high school students. The data analysis uses PLS-SEM. The result of this study is that the overall online learning service quality significantly affects students' satisfaction and loyalty. Thus, online learning providers should increase their service attributes to gain the student's satisfaction and loyalty by modifying their SOP, added hologram media as new learning features, and alliancing with education institutions to increase online education quality. Keywords: online learning, e-service, satisfaction, and loyalty.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
| Telepon | 022 201 3789 ext. 168, 169, 239 |
| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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Kontributor...
- Supervisor : Adila Sosianika S.E., MAIMM.
Co-Supervisor: Fatya Alty Amalia, S.Farm.,Apt., MSM., Editor: Erlin Arvelina
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File : CHAPTER 5 - 165264029.pdf
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