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


  • Susanta Susanta Universitas Pembangunan Nasional Veteran Yogyakarta
  • Humam Santosa Utomo Universitas Pembangunan Nasional Veteran Yogyakarta



e-Service Quality, e-Satisfaction, covid-19 pandemic


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.


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