THE EFFECT OF E-SERVICE QUALITYON THE SATISFACTION THROUGH PERCEIVED VALUE ON WEB-BASED ACADEMIC SERVICES.

At the moment, the service delivery system of a university is not only tangible but also intangible. For a college to succeed in the long run, it must create services that satisfy the needs and wants of its users. The use of information technology in higher education applications has changed not only the nature of the service itself but also the process of service delivery to provide quality service in meeting the needs of students, creating value that will eventually create satisfaction. Thus e-service quality has a strong influence on customer perceived value, and there is also a positive relationship between customer perceived value and customer satisfaction. The purpose of this study is to determine the effect of e-service quality toward satisfaction through perceived value on web-based academic services. The analysis technique used in this research was path analysis. Confirmatory factor analysis techniques were used to test the instrument. The results showed that by confirmatory factor analysis, all the instruments used in this study were valid and reliable. The test shows a positive and significant effect of the variable of e-service quality on perceived value, e-service quality on student satisfaction, perceived value influence on student satisfaction, and e-service quality effect on student satisfaction through perceived value.