Student Engagement Mechanism of Online Learning: The Effect of Service Quality on Learning Management System

Hartiwi Prabowo - Bina Nusantara University, Jakarta, 11480, Indonesia
Yuniarty Yuniarty - Bina Nusantara University, Jakarta, 11480, Indonesia
Ridho Bramulya Ikhsan - Bina Nusantara University, Jakarta, 11480, Indonesia

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Since typical classrooms do not include discussions, collaborative learning, or interactive learning activities, engagement is a major challenge in distant learning. Online learning satisfaction levels should be measured as evaluation material for future implementation. Although online learning has many advantages, a high dropout rate remains a significant challenge. This study investigates how higher education students' engagement and satisfaction with online learning are enhanced by information, system, and service aspects. The research design was quantitative research, and we used a questionnaire to collect data. The questionnaire was designed on a five-rating interval scale. The sampling technique was simple random sampling. The target minimum sample was counted using the Slovin method, and 206 undergraduate students taking online courses were surveyed online. The model was tested using structural equation modeling partial least squares (SEM PLS). This method is useful for investigating the relationship between constructs. The model was tested with the application of the SmartPLS program. The results revealed a positive and significant effect of system quality, information quality, service quality to student engagements, and their impact on student satisfaction, both direct and indirect. This study answers the literature gap and verifies the importance of online learning quality factors on students’ satisfaction and engagement. These results are expected to help to improve online learning in higher education settings, specifically on students' engagement and satisfaction, leading to perseverance and success.


Service quality; online learning; LMS; student; engagement; satisfaction.

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