KEPUASAN PELANGGAN PLATFORM E-LEARNING

Mohammad Ikhsan Kurnia, Ferryan Nugraha

Abstract


Platform bimbingan belajar online semakin marak sejak terjadi pandemi covid-19. Salah satunya adalah Zenius Education yang mengalami peningkatan jumlah pengguna signifikan. Penelitian ini mengkaji apakah kualitas layanan elektronik, kepercayaan pelanggan dan kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan platform tersebut. Metode yang digunakan adalah metode kuantitatif dengan teknik pengambilan sampel secara acak sederhana. Penelitian ini menghasilkan temuan bahwa kualitas layanan elektronik dan kepercayaan pelanggan berpengaruh positif terhadap kepuasan pelanggan, namun ketiga variabel tersebut tidak berpengaruh positif terhadap loyalitas pelanggan. Selain itu, kepuasan pelanggan juga tidak dapat memediasi kualitas layanan elektronik dan kepercayaan pelanggan secara positif terhadap loyalitas pelanggan.


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References


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https://www.antaranews.com/berita/1660902/selama-pandemi-pengguna-zenius-naik-signifikan

https://www.liputan6.com/tekno/read/4406037/aplikasi-edutech-zenius-kini-layani-lebih-dari-15-juta-pengguna-di-seluruh-indonesia




DOI: https://doi.org/10.37598/jsi.v2i1.1737

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