The Influence of E-Service Quality on User Retention in Online Training: A Study at Avicenna Institute Bandung

Abstract

This research was conducted in response to the increasing number of digital education platforms offering online training to help individuals enhance their skills in alignment with current industry needs. User satisfaction is a critical component in service delivery, as it drives interest in re-engaging with the platform for future courses. This study aims to analyze the impact of e-service quality on user interest in retaking online training at Avicenna Institute, a digital learning provider based in Bandung. The population of this study consists of users who have previously participated in online training programs offered by the Pintar Institute through its application or website. The sampling technique used was Non-Probability Sampling with a purposive sampling approach, involving a total of 40 respondents. The research employed simple linear regression analysis with a significance level of 5% to determine the relationship between e-service quality and repeat enrollment interest. The results reveal that e-service quality has a positive and significant effect on users' intention to retake training. These findings underscore the importance of maintaining high standards in digital service delivery—such as reliability, responsiveness, user interface quality, and personalization—to foster ongoing user engagement and platform loyalty.