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Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

Long Pham, Stan Williamson, Ronald Berry
Copyright: © 2018 |Volume: 14 |Issue: 3 |Pages: 22
ISSN: 1548-1115|EISSN: 1548-1123|EISBN13: 9781522542704|DOI: 10.4018/IJEIS.2018070102
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MLA

Pham, Long, et al. "Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty." IJEIS vol.14, no.3 2018: pp.19-40. http://doi.org/10.4018/IJEIS.2018070102

APA

Pham, L., Williamson, S., & Berry, R. (2018). Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty. International Journal of Enterprise Information Systems (IJEIS), 14(3), 19-40. http://doi.org/10.4018/IJEIS.2018070102

Chicago

Pham, Long, Stan Williamson, and Ronald Berry. "Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty," International Journal of Enterprise Information Systems (IJEIS) 14, no.3: 19-40. http://doi.org/10.4018/IJEIS.2018070102

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Abstract

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.

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