Analyzing the Impact of E-Service Quality and Information Quality on Student Satisfaction: A Case Study at Lemondial Business School
DOI:
https://doi.org/10.59890/ijels.v2i10.2603Keywords:
E-Service Quality, Information Quality, Student Satisfaction, Digital Learning Environments, Higher EducationAbstract
This study examines the influence of e-service quality and information quality on student satisfaction at Lemondial Business School, focusing on The Genius portal. Utilizing a quantitative approach, data were collected from 80 students through a structured questionnaire. Results indicate significant positive correlations between e-service quality (r = .732) and information quality (r = .785) with student satisfaction. Multiple regression analysis reveals both e-service quality and information quality as significant predictors of student satisfaction, with coefficients of 0.452 and 0.578, respectively. Qualitative insights highlight the importance of responsiveness and accurate information. Recommendations include enhancing staff training, implementing systematic content reviews, and establishing feedback mechanisms to improve digital learning environments. This research contributes to understanding these relationships in an Indonesian higher education context.
References
Alharbi, S., & Drew, S. (2014). Students' satisfaction with e-learning systems: A case study. nternational Journal of Information Systems in the Service Sector, 6(2), 1-14.
Alsharif, M. H., & Alshahrani, S. M. (2020). E-learning service quality and its impact on students' satisfaction: Evidence from Saudi Arabia. Education and Information Technologies, 25(6), 5095-5112.
Bakar, A. R., Ahmad, J., & & Kamaruddin, N. (2021). The role of e-service quality in enhancing student satisfaction. Journal of Educational Technology & Society, 24(2), 45-57.
Cohen, J. C. (2013). Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences. . Routledge.
Creswell, J. W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. Sage Publications.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Field, A. (2018). Discovering Statistics Using IBM SPSS Statistics. . Sage Publications.
Hernández, J. M., & al., e. (2020). E-learning quality: A review. Computers & Education, 148, 103798.
Jr., F., & F.J. (2014). Survey Research Methods. Sage Publications.
Lee, J., & Lehto, M. R. (2013). Exploring the role of service quality in online learning environments. Journal of Educational Technology Systems, 41(4), 401-419.
Muhammad, & et, a. (2011). "The impact of ICT on education: A review. International Journal of Information Communication Technologies in Education, 5(1), 1-10.
Nunnally, J., & Bernstein, I. (1994). Psychometric Theory. McGraw-Hill.
Oliver, R. L. (1999). "Whence Customer Loyalty? Journal of Marketing, 63(Special Issue), 33-44.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-SERVQUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Wang, Y.-S., & Liao, Y.-W. (2007). Assessing e-learning systems success An empirical study. Computers & Education, 49(2), 503-522.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Mirna Wati, Diyan Putranto
This work is licensed under a Creative Commons Attribution 4.0 International License.
