E-Service Quality in Higher Education and Frequency of Use of the Service (original) (raw)
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Service Quality Parameters of e-Learning in Higher Education
Advances in Social Science, Education and Humanities Research, 2021
E-learning is an electronic learning platform designed for distance learning by eliminating aspects of distance and time limitations in the education process. The purpose of this study is to discuss the parameters to analyze the e-learning service's quality. The methodology used in this study is a qualitative approach, with the primary source of information from literature reviews. The discussion is limited to service quality parameters based on the perspective of lecturers and students in Higher Education, where service quality is a comparison between expectation and performance of e-learning. The validation process of the results of the study was carried out through Focus Group Discussions conducted by seven lecturers from the Department of Informatics, UIN Sunan Gunung Djati Bandung. The results of the discussion showed that the SERVQUAL model could be used as a logical framework in parameters to analyze e-learning service quality. These parameters are reliability, assurance, tangibles, empathy, and responsiveness. The conclusion of the study shows that the operationalization of SERVQUAL parameters in e-Learning needs to align with aspects of the process, product, and people.
International Journal of Business and Social Research, 2017
To date, literature on e-service quality (E-SQ) has mainly been on conceptualisation and measurement issues within the e-retail environments. Empirical research on E-SQ and its consequences in 'pure' service context has not been forthcoming. In expanding knowledge in light of this, this study examined a modified E-SQ scale within a university's e-services setting. In addition, the linkages existing among E-SQ (in this 'pure' service environment) and satisfaction and e-service usage frequency was estimated using SEM in LISREL 8.5 by relying on questionnaire data collected from three hundred and eighteen students of Kwame Nkrumah University of Science and Technology (Ghana). Results obtained provide support for a modified 7-dimension E-SQ scale employed. Further, the results indicated that E-SQ only has a significant positive indirect effect on usage frequency through satisfaction. The implication of these results is that firms that provide higher quality of e-services are more likely to satisfy their customers, which would in turn influence their commitment to purchase and re-purchase intent. In the case of the current study, the implication is that, universities with quality e-services would have students finding their e-services to be satisfactory and consequently be consistent in the use of e-services to improve learning and administrative communication. E-services quality therefore has both financial implication for universities in terms of cutting administrative costs, and a ripple effect of students' perception of quality on the image and competitiveness of the university.
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.
Student Perception towards Service Quality of E-Learning in Higher Education
Empirical Economics Letters,, 2024
This study reviews student perception towards the service quality of elearning in higher education in order to find the areas of further research. It reveals a variety of service quality metrics that have been employed by various academics to influence how students view their learning environment in the context of online learning. As the demand for e-learning in higher education is increasing, universities are identifying the various quality factors for e-learning for better student satisfaction. There have been decades of research on service quality, is yet a crucial area for study because, among other reasons, it is dynamic and contextual. The primary research objective is to identify the aspects that constitute service quality from the perspectives of postgraduate students in order to better understand significant service quality components. We made use of relevant theories and concepts from literature on higher education and e-learning.
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.
Business, Management and Education
Purpose – This study aims at exploring the impact of electronic services provided by the Syrian Virtual University (SVU) on student satisfaction. Besides, this study seeks to determine the dimensions of both electronic services and customer satisfaction at the SVU, and to what extent these dimensions may vary in accordance with different personal characteristics among students. Research methodology – A quantitative research method was adopted using an online questionnaire to collect data from students registering in different SVU programs. Findings – Overall, results were analysed using the SPSS: 18. The results indicated that the relationship between all electronic services dimensions and student satisfaction at the SVU were positively significant except for the bulk SMS dimension. Electronic service dimensions are also all applied throughout the SVU (SMS- Web Request- Facebook- email- Electronic library- Website- Learning Management System) respectively. Besides, results show that...
Technical and pedagogical service quality of e-learning
This paper discusses a research framework that can be applied to develop and measure technical and pedagogical service quality of e-leaning in Sri Lankan phenomenon. This study is an in-depth empirical investigation which seeks to build up an instrument to predict technical and pedagogical service quality of e-learning in Sri Lanka. The specific objectives are to investigate what comprises technical and pedagogical service quality of e-learning: to establish a deeper understanding of the phenomenon to identify effective technical and pedagogical dimensions of: e-learning on user perspectives and finally to develop a scale: to fill the gap detected in the area of assessing/measuring Technical and pedagogical service quality of e-Leaning which can be used by designers and practitioners in the field of e-learning. A comprehensive methodology will be used to design the instrument. Resúmen: El artículo presenta una propuesta para desarrollar y medir la calidad técnica y pedagógica del servicio de e-learning en Sri Lanka. Es una investigación empírica que busca desarrollar un instrumento para predecir la calidad del servicio de e-learning. Busca establecer los términos y las dimensiones de la calidad para proponer una escala y metodología.
Factors determining e-learning service quality
2018
Abstract: e‐Learning courses are fast becoming common‐place, yet the success of these online courses varies considerably. Since limited research addresses the issue of e‐learning quality (ELQ) of service in higher education environments, there is an increasing need to effectively assess ELQ. In this paper, we argue that to obtain a satisfactory e‐learning student experience, we must offer more than access to learning material. The research proposes an extended SERVQUAL model, the ELQ model, which in addition to key service constructs, facilitates consideration of both information and system quality factors. Exploratory Factor Analysis is conducted to investigate the reliability and validity of the measurement model, and multiple regression analysis is used to test the research model. Data analysis reveals that Assurance, Responsiveness, Tangibility, Course Website and Learning Content have a positive correlation with the perception of ELQ. e‐Learning students value a stable, and eas...
Assessing the quality of online services (website) of Tehran University
New Trends and Issues Proceedings on Humanities and Social Sciences, 2019
In this research, we investigate the alignment of e-business models and the quality of services in cyberspace, reviewing the quality of online services (University of Tehran website). This research is a case study and a survey that uses the 'Single-variable hypothesis test on the mean of a statistical population' to test research hypotheses. The sample consists of students from Tehran University. Using the Morgan table, the sample size was calculated to be 90 people. To be sure, 100 questionnaires were distributed. To fully confirm the validity of the questionnaire, the views of professors and experts have been used. The reliability of the research questionnaire was confirmed, too. This research offers one major hypothesis and five sub-hypotheses. The main hypothesis is about the quality of online services and the sub-hypotheses include the efficiency, reliability, accountability, commitment fulfillment and the privacy of online services (website) of the University of Tehran. All hypotheses were confirmed. In this research, according to the SERVQUAL model, five variables of efficiency, reliability, accountability, commitment fulfillment and privacy have been studied. Based on the hypotheses of the research and through the Kolmogorov-Smirnov test, the significance level of the variables was measured. Also, the mean of each of the variables of the research was assessed and measured, which revealed that the least amount was related to accountability and commitment fulfillment and the highest amount was related to the quality of services.