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All Journal Jurnal Pendidikan Indonesia (Japendi)
Pitaloka, Olivia Inger
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Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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The Influence of Service Quality, InformationQuality, and System Quality on Perceived Value on Customer Satisfaction Pitaloka, Olivia Inger; Indradewa, Rhian
Jurnal Pendidikan Indonesia Vol. 6 No. 8 (2025): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i8.8494

Abstract

This study aims to evaluate the influence of Service Quality, Information Quality, and System Quality on Customer Satisfaction mediated by Perceived Value in the context of e-learning usage among students in Java. The research background highlights the importance of enhancing student satisfaction with e-learning to support the effectiveness of online learning processes. This research employed a quantitative approach using Structural Equation Modeling –Partial Least Squares (SEM-PLS). The research sample comprised 137 active students utilizing e-learning platforms from universities in Java. The results indicated that Service Quality, Information Quality, and System Quality significantly influenced Perceived Value. Service Quality and System Quality had a significant effect on Customer Satisfaction, whereas Information Quality did not directly impact Customer Satisfaction significantly. The study recommends that universities improve system and service quality and enhance information quality in e-learning platforms to increase Perceived Value and student satisfaction. This research contributes deeper insights for university management to effectively manage e-learning platforms and enhance student satisfaction
The Influence of Service Quality, InformationQuality, and System Quality on Perceived Value on Customer Satisfaction Pitaloka, Olivia Inger; Indradewa, Rhian
Jurnal Pendidikan Indonesia Vol. 6 No. 8 (2025): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i8.8494

Abstract

This study aims to evaluate the influence of Service Quality, Information Quality, and System Quality on Customer Satisfaction mediated by Perceived Value in the context of e-learning usage among students in Java. The research background highlights the importance of enhancing student satisfaction with e-learning to support the effectiveness of online learning processes. This research employed a quantitative approach using Structural Equation Modeling –Partial Least Squares (SEM-PLS). The research sample comprised 137 active students utilizing e-learning platforms from universities in Java. The results indicated that Service Quality, Information Quality, and System Quality significantly influenced Perceived Value. Service Quality and System Quality had a significant effect on Customer Satisfaction, whereas Information Quality did not directly impact Customer Satisfaction significantly. The study recommends that universities improve system and service quality and enhance information quality in e-learning platforms to increase Perceived Value and student satisfaction. This research contributes deeper insights for university management to effectively manage e-learning platforms and enhance student satisfaction
Co-Authors Indradewa, Rhian