The Influence of E-Service Quality, Human Resource Service Quality, and Price Perception on Consumer Satisfaction at Lestari Komputer

Sri Lestari; Sonhaji

doi:10.63922/ijebir.v5i06.6595

Sri Lestari Politeknik Purbaya, Indonesia
Sonhaji Universitas Bhamada Slawi, Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i06.6595

Keywords: Consumer Satisfaction; HR Service Quality; Price Perception; WhatsApp E-Service Quality.

Abstract

ABSTRACT

The development of information technology requires non-formal education institutions to optimise their digital services and personnel quality in order to maintain customer loyalty. This study aims to empirically examine the effect of WhatsApp E-Service Quality, human resource (HR) service quality, and price perception on consumer satisfaction at Lestari Komputer. A causal associative quantitative approach was applied to a population of 110 active course participants during the January to June 2026 period. A purposive sampling technique was used to filter the sample according to specific inclusion criteria, yielding 80 actual respondents. Primary data were collected through a Google Form digital questionnaire, then tabulated and analysed using multiple linear regression in SPSS. The t-test results demonstrate that, partially, WhatsApp E-Service Quality, HR service quality, and price perception each have a positive and significant effect on consumer satisfaction, with HR service quality emerging as the most dominant predictor. The F-test results show that the three independent variables simultaneously have a significant effect on consumer satisfaction, with an Adjusted R Square value of 72.1%. The institution's management is advised to prioritise instructor competence training and to integrate an automated response system into WhatsApp Business in order to sustain service excellence over the long term.

Keywords: Consumer Satisfaction; HR Service Quality; Price Perception; WhatsApp E-Service Quality.

References

Firmansyah, Y., & Dede. (2022). Populasi dan sampel sebagai dasar metodologis dalam penelitian kuantitatif. Jurnal Interdisiplin, 1(2), 75–86.
Hidayat, R., & Pratama, A. (2023). Analisis persepsi harga dan fasilitas terhadap kepuasan pelanggan pada lembaga pendidikan non-formal. Jurnal Manajemen dan Bisnis Digital, 4(1), 45–56.
Kotler, P., & Keller, K. L. (2022). Marketing management (16th ed.). Pearson Education.
Mulya, M. R. K., Kusumawati, A., & Rachmawati, S. (2023). Pengaruh e-service quality melalui aplikasi WhatsApp terhadap kepuasan pelanggan. Jurnal Administrasi Bisnis (JAB), 15(2), 112–121.
Pratiwi, N. L., & Wijaya, T. (2022). Pengaruh citra merek, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen. Jurnal Ilmu Manajemen, 10(3), 789–801.
Putri, S. A., & Wahyono, W. (2022). Pengaruh e-service quality dan e-trust terhadap kepuasan pelanggan pada platform edukasi digital. Jurnal Manajemen Analisis, 11(2), 134–145.
Ramadhan, F., & Santoso, B. (2024). Efektivitas penggunaan WhatsApp Business sebagai media e-service quality dalam meningkatkan kepuasan pelanggan. Jurnal Riset Manajemen dan Akuntansi, 6(1), 23–35.
Sari, D. P., & Setiawan, I. (2021). Kualitas pelayanan akademik dan sarana prasarana terhadap kepuasan peserta kursus komputer. Jurnal Pendidikan dan Kebudayaan, 11(4), 312–324.
Setiawan, A., & Gunawan, I. (2021). Statistik untuk penelitian. LPPM STIE Ganesha.
Subhaktiyasa, P. G. (2024). Pendekatan metodologi penelitian kuantitatif dan kualitatif: Menentukan populasi dan sampel. Jurnal Ilmiah Profesi Pendidikan, 9(4), 2721–2731.
Sugiyono. (2022). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Tjiptono, T., & Chandra, G. (2022). Pemasaran strategis: Mengupas kualitas pelayanan dan kepuasan konsumen (4th ed.). Andi Offset.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2021). Services marketing: Integrating customer focus across the firm (8th ed.). McGraw-Hill Education.