Student Perceptions of User Satisfaction and User Loyalty of Website Based E-Learning

This paper discusses the importance of information technology development in facilitating human life through website-based e-learning. E-learning accelerates the dissemination of knowledge, particularly during the Covid-19 pandemic when online learning surged. However, users encounter challenges, such as unclear task instructions and platform errors. This research aims to enhance the quality of e-learning services by analyzing students’ perceptions of user satisfaction and loyalty on three major e-learning platforms in Indonesia. The study employs the EUCS model augmented with System Quality dimensions. Respondents are middle and high school students in DKI Jakarta who have used one of the e-learning platforms. The results from 209 respondents indicate high user satisfaction, scoring 85.93, and a high level of user loyalty, scoring 84.69. Factors such as Content, Format, Ease of use, Timeliness, Instructor quality, and Course Materials show a positive relationship with user satisfaction, with Course Materials being the most influential. However, hypotheses regarding Accuracy, Administrative and support service quality, and Security and privacy did not prove to have a significant impact. This research is expected to expand the understanding of factors influencing user satisfaction and loyalty in website-based e-learning and provide guidance for improving the quality of e-learning to enhance student satisfaction and loyalty.