scholarly journals The Effect of e-Service Quality on e-Satisfaction: A Study in the Context of Online Learning during the Covid-19 Pandemic

2020 ◽  
Author(s):  
Susanta Susanta ◽  
Humam Santosa Utomo
Keyword(s):  
Online Learning ◽  
Distance Learning ◽  
Service Quality ◽  
Learning Process ◽  
Significant Positive Effect ◽  
Student Responses ◽  
Analysis Tools ◽  
Online Lectures ◽  
Almost All ◽  
Positive Effect

During the Covid-19 pandemic, almost all universities conducted distance learning. Student responses to the implementation of online lectures need attention. Research on e-service quality on e-satisfaction in the context of pursuit is still very limited. The purpose of this study was to examine the effect of e-service quality on e-satisfaction in online learning during the Covid-19 pandemic. The study was conducted on 1,212 students who had participated in online learning by distributing online questionnaires. The analysis tools used are SPSS and WarpPLS. The results of this study indicate that e-service quality has a significant positive effect on e-satisfaction. This finding is useful for universities as evaluation material in order to improve the online learning process.

scholarly journals Effect of e-Service Quality on e-Trust and e-Satisfaction: A Study on Online Learning during the Covid-19 Pandemic

2022 ◽  
Vol 05 (01) ◽  
Author(s):  
Humam Santosa Utomo ◽  
Keyword(s):  
Online Learning ◽  
Service Quality ◽  
Learning Needs ◽  
Significant Positive Effect ◽  
Almost All ◽  
Analytical Tools ◽  
Positive Effect

Online learning was applied during the COVID-19 pandemic in almost all universities in Indonesia. Online learning needs to be evaluated for its effectiveness, especially regarding the responses from students. This study examines the effect of e-Service Quality on e-Trust and e-Satisfaction during the covid-19 pandemic. The study was conducted on 1,212 students who have participated in online learning by distributing online questionnaires. The analytical tools used are SPSS and WarpPLS. The results of this study indicate that e-service quality has a significant positive effect on e-trust, e-service quality has a significant positive effect on e-satisfaction, and e-trust has a significant positive effect on e-satisfaction.

Pengaruh Program E-Samsat terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor Dengan Kepuasan Kualitas Pelayanan Sebagai Variabel Intervening (Studi Kasus Samsat Daerah Istimewa Yogyakarta)

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Dewi Kusuma Wardani
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Sampling Method ◽  
Motor Vehicle ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Special Region

The purpose of this research is to know, the influence of e-samsat program to the satisfaction of service quality, the influence of the satisfaction of service quality to the compliance of motor vehicle taxpayer, the influence of e-samsat program to the compliance of the motor vehicle taxpayers, and to know the effect of e-samsat program on compulsory compliance motor vehicle tax through satisfaction of service quality as intervening variable in Special Region of Yogyakarta. We use primary data. The sample of research is 75 taxpayers but the sample that can be processed only 74.The sampling method used is purposive sampling. Data analysis techniques used path analysis, t test, F test, and R2 test. Based on result of research by using path analysis that, e-samsat program have a significant positive effect to service quality satisfaction, service quality satisfaction has a significant positive effect to vehicle taxpayer compliance, e-samsat program has a significant positive effect on vehicle taxpayer compliance and program e-samsat has a significant positive effect on the compliance of motor vehicle taxpayers through the satisfaction of service quality.Keywords: e-samsat program, service quality satisfaction, and taxpayer compliance

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRI MOBILE (BRIMO)

account ◽  
2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Asri Mandiri ◽  
Efri Yanto ◽  
Elisabeth Metekohy
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Mobile Banking ◽  
Significant Positive Effect ◽  
Simultaneous Test ◽  
Analysis Technique ◽  
Customer Trust ◽  
Positive Effect

ABSTRACT  This research aims to analyze the effect of service quality and trust on customer satisfaction in using BRIMobile (BRImo) partially and simultaneously. The sample in this research consisted of 100 customers of Bank Rakyat Indonesia. The analysis technique used is multiple linear regression with analysis tools, namely SPSS Version 26.0. The results of this research partially indicate that service quality and customer trust have a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Based on the results of the simultaneous test, it was found that service quality and customer trust had a significant positive effect on customer satisfaction in using BRI Mobile (BRImo).   Keywords: Service Quality, Customer Trust, Mobile Banking, BRI, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo) secara parsial dan simultan. Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Rakyat Indonesia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini secara parsial menunjukkan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Berdasarkan hasil uji simultan, ditemukan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo).   Kata kunci: Kualitas layanan, Kepercayaan, Mobile Banking, BRI, Kepuasan Nasabah

scholarly journals Pengaruh Kualitas Layanan dan Keadilan Terhadap Kepatuhan Wajib Pajak Dengan Kepuasan Sebagai Variabel Mediasi

2020 ◽  
Vol 10 (2) ◽  
pp. 149-158
Author(s):  
Eka Febriani ◽  
Norra Isnasia Rahayu
Keyword(s):  
Service Quality ◽  
Tax Compliance ◽  
Sampling Technique ◽  
Primary Data ◽  
Probability Method ◽  
Significant Positive Effect ◽  
Mediating Role ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the effect of service quality and fairness on taxpayer compliance and the mediating role of satisfaction in the effect of service quality and fairness on taxpayer compliance. The population of this research is individual local taxpayers in Samarinda. The sample of this study is 164 respondents selected using non probability method with convenience sampling technique. This study uses primary data obtained from seven-scale Likert questionnaires. The data were analyzed using path analysis in SPSS. The results of this study show that, first, service quality has a significant positive effect on satisfaction and taxpayer compliance; second, fairness has an insignificant effect on satisfaction and taxpayer compliance; third, satisfaction has a significant positive effect on taxpayer compliance; fourth, service quality has a significant positive effect on taxpayer compliance mediated by satisfaction; fifth, mediated by satisfaction, fairness has no significant effect on tax compliance.

scholarly journals PENDAMPINGAN DAN SOSIALISASI SITUS BELAJAR SEBAGAI PENUNJANG PEMBELAJARAN ONLINE

2021 ◽  
Vol 3 (2) ◽  
pp. 149-166
Author(s):  
Nurul Fatehah ◽  
Teddy Dyatmika
Keyword(s):  
Online Learning ◽  
Distance Learning ◽  
Learning Process ◽  
Education System ◽  
Ministry Of Education ◽  
Profound Impact ◽  
Face To Face ◽  
At Home

The COVID-19 pandemic has had a profound impact on all areas of life, including education. The education system, which was originally face-to-face, had to be replaced with online learning. Various problems arise related to the implementation of the Distance Learning or PJJ system. This system makes parents have to participate more in supervising as well as being a substitute for teachers at home in the learning process of their children. In addition, homeschooling also raises problems where students find it difficult to understand the material given by the teacher. The decrease in enthusiasm for learning becomes a problem when the PJJ system seems monotonous and boring. To support the government's program in breaking the chain of the spread of COVID-19 without reducing the effectiveness of online learning implemented by the Ministry of Education and Culture, this activity was carried out. This activity is expected to help reduce the anxiety of parents who are afraid that their children are not serious and have difficulty in learning. In addition, it is hoped that this activity will help participants to easily understand the material that has not been mastered. The methods of socialization, demonstration, and mentoring are carried out directly. The success of this activity can be seen from the assistance of the participants in solving the problems faced and the enthusiasm of the participants during the activity.

scholarly journals Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi

2020 ◽  
Vol 5 (2) ◽  
pp. 327
Author(s):  
Osrita Hapsara ◽  
Gupron Gupron ◽  
Andri Yandi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Information ◽  
Significant Positive Effect ◽  
System Quality ◽  
Positive Effect

This study aims to analyze the effect of system quality, information quality, and service quality on student satisfaction in using the Integrated Academic Information System (SITA) at Batanghari University (Unbari) Jambi. This research was conducted in the Unbari Jambi environment, with the population in this study were students in the Unbari Jambi environment. The sample in the study was 98 students with proportionate random sampling technique. Types and sources of research data consist of primary data, namely data obtained from the opinions of respondents through a research questionnaire, and secondary data, namely data obtained from Unbari Jambi. The data analysis technique used in testing the research hypothesis was multiple linear regression analysis using SPSS version 21.0 for windows. The results of the study found that: 1) system quality has a positive and significant effect on student satisfaction in Unbari Jambi; 2) the quality of information has a significant positive effect on student satisfaction in Unbari Jambi; 3) service quality has a significant positive effect on student satisfaction in Unbari Jambi; and 4) system quality, information quality, and service quality together have a significant effect on the satisfaction of Unbari Jambi students with a contribution of influence of 68.1% and the remaining 31.9% is influenced by other factors not included in the scope of this study.

scholarly journals PENGARUH MEDIA PEMBELAJARAN ONLINE DALAM PEMAHAMAN DAN MINAT BELAJAR SISWA PADA KONSEP PELAJARAN FISIKA

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Sundus Maulidina ◽  
Yoga Budi Bhakti
Keyword(s):  
Online Learning ◽  
High School Students ◽  
Distance Learning ◽  
Student Interest ◽  
School Students ◽  
Student Responses ◽  
Survey Results ◽  
Learning At Home ◽  
The Government ◽  
Learning Interest

ABSTRAKPenulisan makalah ini bertujuan untuk mengetahui pengaruh media pembelajaran online dalam pemahaman dan minat siswa dalam mempelajari konsep-konsep fisika dan untuk respon siswa mengenai penerapan media pembelajaran online, pemerintah memberlakukan kebijakan jarak sosial atau dikenal sebagai jarak fisik dan oleh karena itu sekolah memutuskan untuk belajar jarak jauh yang ditakuti selama pandemi menggunakan media pembelajaran online minat belajar siswa akan menurun.Dari hasil survai menggunakan kuesioner di google form terhadap siswa Sekolah Menengah Atas diperoleh 18,8% setuju menggunakan media pembelajaran online dan 52,75% tidak setuju menggnakan media pembelajran online. dari hasil data tersebut dikatakan "tidak kuat" ini menunjukkan respon siswa segatif terhadap menggunakan media pembelajran online. minat belajar siswa lebih meningkat bila pembelajaran online dilakukan di dalam kelas. selama pandemi berlangsung sebaiknya pendidik atau guru lebih keatif dalam melakukan pemebelajaran online dirumah agar siswa tidak merasa bosan dan semangat saat sedang pembelajaran jarak jauh. sehingga minat belajar siswa dapat meningkat dan memahami konsep fisik  Kata kunci: covid 19; pembelajaran; fisika. ABSTRACTWriting this paper aims to determine the effect of online learning media in students' understanding and interest in learning the concepts of physics and for student responses regarding the application of online learning media, the government imposed social distancing policy or known as physical distancing and therefore schools decided to distance learning feared during the pandemic using online learning media student learning interest will decrease. From the survey results using a questionnaire on the Google form of high school students obtained 18.8% agreed to use online learning media and 52.75% did not agree to use online learning media. from the results of the data it is said "not strong" this shows the response of students to use the online learning media. Student interest in learning increases when online learning is done in the classroom. During the pandemic, educators or teachers should be more active in conducting online learning at home so that students do not feel bored and excited while studying distance learning. so that students' interest in learning can increase and understand physical concepts Keywords: covid 19; learning; physics  

scholarly journals Pembelajaran Jarak Jauh Selama Pandemi di Pondok Pesantren Darunajah 2 Bogor

2020 ◽  
Vol 2 (2) ◽  
pp. 151-159
Author(s):  
Nur Hayati
Keyword(s):  
Online Learning ◽  
Distance Learning ◽  
Learning Process ◽  
Culture Shock ◽  
Learning System ◽  
Religious Activities ◽  
Teachers And Students ◽  
Online Distance Learning ◽  
Online Distance ◽  
Teachers And Parents

In an effort to suppress the spread of the Covid-19 virus, Kemdikbud took a policy to close schools during the Covid-19 pandemic. All schools that initially did conventional learning by face-to-face, now learning is done from home through distance learning or online system, no exception pondok pesantren. The purpose of this research is to find out the distance learning process conducted by Pondok Pesantren Darunnajah 2 Cipining, Bogor. This research was conducted using descriptive qualitative approach. Based on research can be known that in learning, pesantren use various platforms such as google classroom, google meet, whatsapp, and smart system. In this online learning, the materials and tasks given are quite diverse, although there are no tasks in the form of discussions so that the interaction between students and students and teachers cannot be done. All parties, both students, teachers, and parents experienced a culture shock with the existence of this distance learning system / online. Distance learning /online also gives rise to physical distancing. Religious activities that are usually carried out in pesantren are now carried out at home and all must be reported to the teacher or room guardian via whatsapp. The challenges faced in online learning include a lack of interaction between teachers and students, a network that arises to sink, quotas that are rapidly depleted and expensive, and a lack of active participation of students. Therefore, the readiness of both teachers and students, as well as motivation from parents can also support the implementation of this distance learning process. In addition, the provision of quotas is also important to support the online learning process carried out by pesantren.

General Didactic Principles About University Education in Music in the Midst of a Pandemic

2021 ◽  
Vol 29 (2) ◽  
Author(s):  
Bojin Nedialkov ◽  
Nadia Nedialkova
Keyword(s):  
Distance Learning ◽  
Music Education ◽  
Learning Process ◽  
University Education ◽  
Office Work ◽  
Home Office ◽  
Online Lectures ◽  
Preliminary Preparation ◽  
University Level ◽  
The University

This article discusses some of the most important prerequisites for building and organizing the didactic structure of music education at the university level in the midst of a pandemic. The emphasis is on the methodology in designing online learning. The principles of carrying out the preliminary preparation for the transition to the new synchronous1 and asynchronous2 training are described. The basic rules for building and organizing online lectures in the conditions of distance learning are systematized. Models for asynchronous lectures according to already established principles are presented. An analysis of the difficulties and dangers of constant home office work has been performed. The authors of this article share their pedagogical experience regarding the specifics of conducting individual and group music disciplines in the context of distance learning, giving basic recommendations on the structuring of the learning process, which can be used not only in a pandemic situation, but also in the future for more flexible, modern and effective education related to constantly improving technologies.

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