Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments (original) (raw)
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Factors Influencing E-Service Satisfaction in Tertiary Education in Ghana
EPRA International Journal of Multidisciplinary Research (IJMR)
Empirical work on the quality, expectation, and loyalty of e-services and their implications on satisfaction in the sense of 'normal' service has not been carried out. With this in mind, this study analyzed the linkages between e-service quality (in this 'normal' service environment), e-service expectation, e-service satisfaction, and e-service usage frequency by using PLS-SEM-VB using questionnaire data collected from 360 students. The conclusions obtained suggested that the level of usage of E-service has only a positive direct impact on the quality of e-service and satisfaction of e-service. E-service expectations also have an indirect positive effect on e-service satisfaction through the frequency of use of the E-service. The consequence of these findings is that companies offering low-quality e-services are more likely not to satisfy their clients. In effect, will not affect their engagement but would still use the service for buying and re-purchasing purposes d...
Measurement of e-services quality: an empirical study of University of Bahrain
Education and Information Technologies, 2018
In the last decade the Information Communication Technologies (ICTs) have significantly revolutionized the educational sector. With an increasing number of universities and its presence on the website, the e-service quality is becoming a vital concern toward satisfying the students who are the main stakeholder. E-service quality and e-satisfaction relationship is previously tested. However, the pervasiveness of internet use in education warrants measuring e-service quality a high importance. Therefore, this research aims at measuring the e-services quality and its impact on student e-satisfaction at University of Bahrain (UoB). Toward this aim, a research model was developed and tested. A questionnaire consisting 33 of Likert type items were distributed. Primary data were collected from 390 students. Regression analysis was used to determine if the quality of dimensions (website design, reliability, responsiveness, ease of use, and privacy) have an impact on students' e-satisfaction. The results show that all of the dimensions of e-services quality have an impact on student's e-satisfaction expect for the dimension of ease of use. Thus, according to the results of this research, there is insufficient evidence of the effect of ease of use directly on students' e-satisfaction. The contribution of this article relates to the fact that the proposed model integrates in a holistic way various relevant factors affecting e-service quality into a single model that can be adopted to measure the e-services at university. In addition, the researchers present some recommendations for UoB to apply e-services quality dimensions through websites, and some suggestions for future research.
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.
E-Service Quality in Higher Education and Frequency of Use of the Service
Canadian Center of Science and Education
Universities have been at the forefront of online service provision. Regular evaluations and appraisals of its e-services provided to students are regularly improvised to keep pace with the rapid changes of learning technology and competitiveness of its services provided. There is a dread of research works investigating e-service quality supporting learning, research and communication and how it is related to student's frequency of use from various sources of e-service provided to students. Data were collected from 210 students through questionnaire surveys through a structured random sampling method and analyzed statistically. The dimensions for frequency of use of e-service are from learning and research, administration, coordination, evaluation and contents storage sources. This research work has developed a single dimension comprising six elements to measure the quality of e-service in higher education namely in areas of learning, research and communication support. These elements are: 1) e-service is always available, 2) overall it is very convenience to use, 3) the user interface has a well organized appearance, 4) makes it easy to find what is needed, 5) the e-service has met needs and experience, and 6) e-service assures schedule flexibility. This study has also provided empirical evidence that there are relationships between the level and frequency in the use of e-service quality supporting learning, research and communication.
Factors Affecting E-Service Satisfaction
User satisfaction is an important predictor of online consumer behavior and the success of a web-based system. If customers are satisfied with the services received through the online system, it is likely they will keep using the system. To examine factors affecting user satisfaction with e-services, a questionnaire was distributed to a random sample of (615) students out of (5918) at Petra University in Jordan to explore their perceptions. Regression analysis was conducted to test the hypotheses. The results indicated that website design, navigation, and personalization were found to be predictors of e-service satisfaction. The results of this study provide a comprehensive set of implications for practitioners and researchers. This study shows how the website design, navigation, and personalization play a crucial role in the overall evaluation of e-service satisfaction. Management of universities need to be aware that a bad experience with website design, navigation, and personalization can affect satisfaction, if a student has a bad experience regarding interactivity, customization, or website design, then a student might make an overall e-service judgment even before a transaction can take place. If customers believe that an organization's website is hard to use, poorly designed, and doesn't take into consideration distinguished services for each user, then customers are likely to move to other organizations' websites.
2015
This research aims at measuring the quality of E-Services and its impact on student satisfaction at Jordanian universities. Toward this aim, a research model was developed and tested within the context of Jordanian universities. A questionnaire consisting of 40 (Likert) type items were distributed to a convenience sample of 755 respondents. Primary data were collected from 703 students with a response rate of 90.7%. SPSS package was used to determine if the quality of E-services dimensions (Website design, reliability, efficiency, responsiveness, ease of use, availability and privacy) has an impact on students' satisfaction. The results show that all of the E-services dimensions have an impact on students satisfaction expect for the dimension of ease of use. In addition, the researchers present some recommendations for universities to apply e-services quality dimensions through websites, and some suggestions for future research.
https://www.ijrrjournal.com/IJRR\_Vol.6\_Issue.10\_Oct2019/Abstract\_IJRR0042.html, 2019
The development of information and communication technology is developing very rapidly, including the development of smartphones. The development of smartphones has been able to change people's shopping lifestyles, especially among students, to like shopping online through e-commerce applications. The objective of the research was to find out the influence of e-service quality on e-satisfaction and its impact on repurchase intention in using e-commerce applications on students of Universitas Sumatera Utara. This type of research is quantitative research with causality research design. The type of data used is primary data and secondary data obtained from questionnaires and literature studies. The populations in this study were all regular undergraduate students from 2014 to 2018 who are still actively studying at the Universitas Sumatera Utara, who at least twice had shopped using e-commerce applications. The sample in this study were 96 people.The sampling method uses nonprobability sampling method with incidental sampling technique.The method of data analysis used is descriptive analysis and inferential statistical analysis with path analysis. The results showed that e-service quality had a positive and significant effect on e-satisfaction, e-service quality had a positive and significant effect on repurchase intention, e-satisfaction had a positive and significant effect on repurchase intention, and e-service quality had a positive and significant effect on repurchase intention through e-satisfaction.
There are various approaches to the measure quality of e-services. They have mentioned many dimensions of e-service quality provided by service organisations i.e. banking, restaurant, investment, trade etc. However, sometimes there may be confusions in selecting appropriate dimensions to assess e-services. Therefore, in the present paper author has tried to identify some important dimensions of service quality through extensive review of literature which can be used to assess overall quality of e-service. According to this review author found that, System availability, e-fulfilment, efficiency, cost-effectiveness, responsiveness, assurance, convenience and contact, perceived value and brand reputation are most important service quality dimensions which can be use to assess service quality of e-service and customers' satisfaction in e-service settings. mrp.ase.ro online consumers satisfaction are technology factor (Privacy, Usability, Site Design and Privacy), Shopping Factors (Convenience, usability, Trust and Trustworthiness Delivery), and Product Factors (Merchandising, product quality, Product Value and Product Customization). Adam (2004) has argued that e-satisfaction is influenced by nine distinct consumer perceptions--Web design, price, promotion, merchandise availability, ontime delivery, met expectations, return policy, customer service and order tracking. These nine perceptions occur in two purchase phases: pre-order and post-order. Schefter and Reichheld (2000) mentioned that, esatisfaction is attitude of the customers about quality it includes customer support, on-time delivery, compelling product presentations, convenient and reasonably priced shipping and handling, and clear and trustworthy privacy policies. As per study conducted by Marcel Gommans, et al. (2001) e-customers loyalty depends up on Website & Ha (2008), analyzed movie related website service and its influence on e-customer satisfaction. In their study they have used Information Factor, Convenience Factor, Technology Factor, Community Factor, Entertainment Factor, Price Factor and Brand Name Factor to assessed e-satisfaction of the users.
Zenodo (CERN European Organization for Nuclear Research), 2022
With the emergence of the Covid-19 pandemic and rapid technological growth, electronic learning has become a ubiquitous lever on service delivery in higher education. The purpose of the study was to determine the impact of perceived e-learning service quality on student satisfaction in Zimbabwean public universities. The study adopted the causal research design embedded in the positivism research philosophy. Four e-learning public universities were selected for data collection using a stratified sampling method. Findings from 321 valid responses through multiple regression analysis revealed positive relationships between e-learning quality factors (system quality, information quality and support service quality) and student satisfaction (p<0.05). The study validated the DeLone and McLean (2003) model to emphasise the significance of system quality, information quality and support service quality as the key antecedents of student satisfaction. Universities were urged to ensure robustness in their e-learning systems as well as regularly assessing student perceptions of their services as a way to facilitate the design of a customer centric service.
An empirical study of e-Service quality and its impact on achieving a value added
Journal of Business & Retail Management Research, 2019
This study addresses the gap of how businesses vary in quality services of its website by investigating the e-Service Quality and its impact on achieving students' value added at private universities in Jordan. A descriptive and quantitative methodology are used. To achieve the study objectives. A Likert scale questionnaire was designed and included (30) statements to collect data from the sample which consists of (480) respondents. Then, a statistical correlations and regression tools used to analyze data. The study showed that e-Service Quality related to achieving a student's Value Added. Findings have also proved the impact of e-Service quality on achieving students' Monetary value and achieving students' Beneficial value. Multiple regression indicated that "adequacy of information" and "website design" have the highest impact on achieving Value added. We concluded that sophisticated content, user-friendly wellconstructed, and professional university's web design would improve students' experience, and add much values to students.