The Effectiveness of E-Learning Service Quality in Influencing E-Learning Student Satisfaction and Loyalty at Telkom University

Blended learning method through the LMS system at Telkom University is relatively new. This makes a big change in the learning process, especially during the Covid pandemic which requires online learning. Online learning or e-learning raises pros and cons at Telkom University. This study uses a quantitative method and causality with SEM PLS as the analysis technique. Sampling techniques used are purposive sampling with a sample of 334 active Telkom University students spread across all majors starting from the Class of 2015 - 2020. The results highlight how the quality of e-learning services impacts the quality of the e-learning system, the quality of teaching and e-learning materials, the quality of staff and e-learning support staff, and more. The satisfaction of e-learning users at Telkom University is significantly impacted by the quality of e-learning services by 85.9%. In Telkom University students, e-learning user happiness has a strong impact on e-learning user loyalty by 80%. The use of the e-learning system determines the satisfaction and loyalty of Telkom University students because the form of teaching is carried out through LMS so that students experience easy access to materials and learn independently.