The Impact of Online Learning Service Quality on Student Satisfaction in Higher Education

https://doi.org/10.9743/JEO.2024.21.3.16

Abstract

This study aims to investigate the impact of online learning service quality on university student satisfaction. The regression model was chosen to measure the effect of online learning service quality on student satisfaction. The research sample consisted of 373 students in the Central Java region of Indonesia. Based on the results of the regression analysis, this study shows that the effect of the quality of online learning services on student academic and nonacademic satisfaction is in the high category (Academic Satisfaction R = 0.921 and Nonacademic Satisfaction R = 0.801). As a result, the quality of learning services significantly impacts student satisfaction. The findings of this study can be used as a reference for university leaders to establish policies related to improving the quality of learning, teaching, and elearning to increase student satisfaction.

Keywords: online learning, quality of learning, lecturer competency, quality of elearning, student satisfaction