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PENGARUH KUALITAS LAYANAN TERHADAP KEPERCAYAAN, KEPUASAN PENGGUNA, DAN LOYALITAS PENGGUNA. (Studi Pada Mahasiswa Pengguna Website E-Learning di Lingkungan Universitas Brawijaya)

Jurnal Bisnis dan Manajemen: Volume 2, Nomor 2, Juni 2015
Journal from JIPTUNMERPP / 2015-08-31 04:14:29
Oleh : Hanifa Maulani Ramadhan, Faculty of Social and Political Science Merdeka University Malang (hanifadzafira@gmail.com)
Dibuat : 2015-06-01, dengan 0 file

Keyword : Service Quality, Trust, User Satisfaction, User Loyalty, Website, E-learning

The background of this study was the rapid development of information technology impact on education. Website e-learning into alternative media that support lectures using e-learning. Many colleges use e-learning website, so that should be related to the successful implementation assessment.
Assessing the success of an e-learning website not only from service quality but trust and users satisfaction are taken into account. Users who believe the e-learning websites can give a good development for e-learning website. Similarly, users who got satisfaction after using the information system, when the users were satisfied then the system is considered able to get the expectations or the users expectations. Furthermore, the user loyalty of e-learning is also able to demonstrate the success of an application e-learning website. The sample of 132 students was taken. Partial Least Square (PLS) was used as a technique inferential analysis in this study. The results showed that 6 of the 6 hypotheses had a significant influence The hypotheses with a significant effect were :Results from this study are 1) Service Quality has a significant positive influence to Trust, 2) Service Quality has a significant positive influence to User Satisfaction, 3) Trust has a significant positive influence to User Satisfaction, 4) Trust has a significant positive influence to User Loyalty, 5) User Satisfaction has a significant positive influence to User Loyalty, and 6) Service Quality has a significant positive influence to User Loyalty, thatÂ’s mean service quality can increase user loyalty.

Deskripsi Alternatif :

The background of this study was the rapid development of information technology impact on education. Website e-learning into alternative media that support lectures using e-learning. Many colleges use e-learning website, so that should be related to the successful implementation assessment.
Assessing the success of an e-learning website not only from service quality but trust and users satisfaction are taken into account. Users who believe the e-learning websites can give a good development for e-learning website. Similarly, users who got satisfaction after using the information system, when the users were satisfied then the system is considered able to get the expectations or the users expectations. Furthermore, the user loyalty of e-learning is also able to demonstrate the success of an application e-learning website. The sample of 132 students was taken. Partial Least Square (PLS) was used as a technique inferential analysis in this study. The results showed that 6 of the 6 hypotheses had a significant influence The hypotheses with a significant effect were :Results from this study are 1) Service Quality has a significant positive influence to Trust, 2) Service Quality has a significant positive influence to User Satisfaction, 3) Trust has a significant positive influence to User Satisfaction, 4) Trust has a significant positive influence to User Loyalty, 5) User Satisfaction has a significant positive influence to User Loyalty, and 6) Service Quality has a significant positive influence to User Loyalty, thatÂ’s mean service quality can increase user loyalty.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiFaculty of Social and Political Science Merdeka University Malang
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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  • Editor: Wiwik Supriyanti, Dra. SS.