Expectation Disconfirmation Theory Dalam Service Quality Online Learning: Dampaknya Terhadap Word Of Mouth Communication Di Perguruan Tinggi
DOI:
https://doi.org/10.37385/msej.v6i6.8259Keywords:
EDT, Service Quality, Online Learning, Student Satisfaction, Word of Mouth CommunicationAbstract
Pasca pandemi COVID-19 pembelajaran online masih digunakan karena banyak perguruan tinggi yang menerapkan sistem hybrid/blended learning (gabungan pembelajaran tatap muka dan online). Tujuan dari penelitian ini adalah untuk menguji pengaruh service quality dalam online learning, terhadap Word of Mouth Communication (WoMC) dalam konteks blended/hybrid learning melalui student satidfaction. Sebanyak 195 kuesioner valid dikumpulkan dari mahasiswa diploma (D1-D4), sarjana dan pascasarjana yang terdaftar di 59 universitas yang berbeda di Indonesia. Versi modifikasi dari HEdPERF digunakan untuk itu mengevaluasi service quality. Karena semakin meluasnya penggunaan pembelajaran online, dimensi online learning termasuk di dalamnya (Bouranta et al., 2024. Skala HEdPERF berfokus pada pendidikan online yang termasuk bidang yang belum banyak diteliti. Struktural pemodelan persamaan digunakan untuk menguji hubungan antara service quality terhadap student satisfaction dan student satisfaction terhadap Word of Mouth Communication (WoMC).
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