STUDENT PERCEPTIONS OF E-LEARNING SERVICE QUALITY, E-SATISFACTION, AND E-LOYALTY

  • 31/03/2022
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Giới thiệu

WITH THE GROWING UBIQUITY OF THE INTERNET AND THE CONTINUED EVOLUTION OF THE INTERNET OF THINGS, UNIVERSITIES ARE FOCUSING MORE ON WEB-BASED STRATEGIES TO DELIVER HIGHER EDUCATION (I.E., E-LEARNING). IN SPITE OF THIS, FEW STUDIES ON E-LEARNING SERVICE QUALITY HAVE BEEN CONDUCTED TO EXAMINE THE EFFECTIVENESS OF THESE EFFORTS. THIS STUDY SEEKS TO IDENTIFY PRIMARY E-LEARNING SERVICE QUALITY DIMENSIONS AND TO EXAMINE THE RELATIONSHIPS AMONG E-LEARNING SERVICE QUALITY DIMENSIONS, OVERALL E-LEARNING SERVICE QUALITY, E-LEARNING SATISFACTION AND E-LEARNING LOYALTY AS PERCEIVED BY E-STUDENTS IN THE COLLEGE SETTING. RESULTS IDENTIFIED FIVE MAIN FACTORS THAT MEASURE E-LEARNING SERVICE QUALITY: E-LEARNING ADMINISTRATIVE AND SUPPORT SERVICE QUALITY; E-LEARNING INSTRUCTOR QUALITY; E-LEARNING ACCURACY; E-LEARNING COURSE MATERIALS QUALITY; AND E-LEARNING SECURITY AND PRIVACY. THE QUALITY OF E-LEARNING ADMINISTRATIVE AND SUPPORT SERVICE, INSTRUCTOR PERFORMANCE, AND COURSE MATERIALS WERE POSITIVELY RELATED TO OVERALL E-LEARNING SERVICE QUALITY, WITH E-LEARNING INSTRUCTOR QUALITY THE MOST INFLUENTIAL. THERE WAS A POSITIVE ASSOCIATION BETWEEN OVERALL E-LEARNING SERVICE QUALITY AND E-LEARNING LOYALTY, AND BETWEEN E-LEARNING SATISFACTION AND E-LEARNING LOYALTY. RESULTS ARE CONSISTENT WITH MOST STUDIES OF TRADITIONAL AND ONLINE SERVICES AND OTHER E-LEARNING STUDIES THAT CUSTOMER LOYALTY IS STRONGLY INFLUENCED BY CUSTOMER SATISFACTION AND QUALITY OF SERVICE AND THAT CUSTOMER SATISFACTION IS STRONGLY INFLUENCED BY QUALITY OF SERVICE. COPYRIGHT 2018, IGI GLOBAL.

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