IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i21p11960-d667764.html
   My bibliography  Save this article

Student’s Satisfaction of the Quality of Online Learning in Higher Education: An Empirical Study

Author

Listed:
  • Carmen Jiménez-Bucarey

    (Vice-Rectorate of Quality Assurance, Universidad Andrés Bello, Santiago 7550000, Chile)

  • Ángel Acevedo-Duque

    (Public Policy Observatory Faculty of Business and Administration, Universidad Autónoma de Chile, Santiago 7500912, Chile)

  • Sheyla Müller-Pérez

    (Faculty of Economics and Busines, Universidad San Sebastián, Bellavista 7, Santiago 8420524, Chile)

  • Luis Aguilar-Gallardo

    (Vice-Rectorate of Quality Assurance, Universidad Andrés Bello, Santiago 7550000, Chile)

  • Miguel Mora-Moscoso

    (Vice-Rectorate of Quality Assurance, Universidad Andrés Bello, Santiago 7550000, Chile)

  • Elena Cachicatari Vargas

    (Faculty of Health Sciences, Universidad Nacional Jorge Basadre Grohmann, Tacna 23000, Peru)

Abstract

Higher education institutions (HEIs) have been facing a digital transformation in online learning as a result of the restrictions generated by COVID-19. Therefore, identifying which are the elements that influence student satisfaction will allow HEIs to establish strategies to ensure the quality of the digital transformation. This study proposes a model that measures student satisfaction considering three dimensions: teacher quality, technical service quality and service quality. Then, the impact of each dimension on student satisfaction is estimated using a Partial Least Squares Structural Equation Model (PLS-SEM), and finally an Importance-Performance Map Analysis (IPMA) was performed to identify the improvements that should be made to increase student satisfaction. When analyzing the responses of 1430 students at the School of Medicine, it was found that the quality of technical service should be improved, specifically training, and encouraging teachers to use strategies that allow student participation.

Suggested Citation

  • Carmen Jiménez-Bucarey & Ángel Acevedo-Duque & Sheyla Müller-Pérez & Luis Aguilar-Gallardo & Miguel Mora-Moscoso & Elena Cachicatari Vargas, 2021. "Student’s Satisfaction of the Quality of Online Learning in Higher Education: An Empirical Study," Sustainability, MDPI, vol. 13(21), pages 1-14, October.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:21:p:11960-:d:667764
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/21/11960/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/21/11960/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Daniel Müller & Sander Renes, 2021. "Fairness views and political preferences: evidence from a large and heterogeneous sample," Social Choice and Welfare, Springer;The Society for Social Choice and Welfare, vol. 56(4), pages 679-711, May.
    2. Mariana-Daniela González-Zamar & Emilio Abad-Segura & Eloy López-Meneses & José Gómez-Galán, 2020. "Managing ICT for Sustainable Education: Research Analysis in the Context of Higher Education," Sustainability, MDPI, vol. 12(19), pages 1-25, October.
    3. Manuel Alejandro Betancourt-Odio & Andresa Sartor-Harada & Oscar Ulloa-Guerra & Juliana Azevedo-Gomes, 2021. "Self-Perceptions on Digital Competences for M-Learning and Education Sustainability: A Study with Teachers from Different Countries," Sustainability, MDPI, vol. 13(1), pages 1-12, January.
    4. Marialuisa Restaino & Maria Prosperina Vitale & Ilaria Primerano, 2020. "Analysing International Student Mobility Flows in Higher Education: A Comparative Study on European Countries," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 947-965, June.
    5. Pedro Teixeira & Vera Rocha & Ricardo Biscaia & Margarida Cardoso, 2012. "Myths, Beliefs and Realities: Public-Private Competition and Program Diversification in Higher Education," Journal of Economic Issues, Taylor & Francis Journals, vol. 46(3), pages 683-704.
    6. Jessica Müller & Ángel Acevedo-Duque & Sheyla Müller & Prateek Kalia & Khalid Mehmood, 2021. "Predictive Sustainability Model Based on the Theory of Planned Behavior Incorporating Ecological Conscience and Moral Obligation," Sustainability, MDPI, vol. 13(8), pages 1-16, April.
    7. Liliana Mâță & Otilia Clipa & Venera-Mihaela Cojocariu & Viorel Robu & Tatiana Dobrescu & Carlos Hervás-Gómez & Ionuț Viorel Stoica, 2021. "Students’ Attitude towards the Sustainable Use of Mobile Technologies in Higher Education," Sustainability, MDPI, vol. 13(11), pages 1-13, May.
    8. Nerea Alejandra Ramírez-Castillo & Jéssica Müller-Pérez & Ángel Acevedo-Duque & Sheyla Müller-Pérez & Romel Ramón González-Díaz & Jorge Suarez Campos & Luiz Vicente Ovalles-Toledo, 2021. "Sustainable Moviegoer Intention to Attend Cinemas Based on the Theory of Planned Behavior," Sustainability, MDPI, vol. 13(16), pages 1-20, August.
    9. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Monica Ioana Burcă-Voicu & Romana Emilia Cramarenco & Dan-Cristian Dabija, 2022. "Investigating Learners’ Teaching Format Preferences during the COVID-19 Pandemic: An Empirical Investigation on an Emerging Market," IJERPH, MDPI, vol. 19(18), pages 1-21, September.
    2. Eduardo Sandoval-Obando & Nicolás Pareja Arellano & Ángel Acevedo-Duque & Hernán Riquelme-Brevis & Claudio Hernández-Mosqueira & Johan Rivas-Valenzuela, 2022. "Understanding the Relational Dynamics of Chilean Rural Teachers: Contributions from a Narrative-Generative Perspective," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
    3. Ángel Acevedo-Duque & Carmen Jiménez-Bucarey & Tohtli Prado-Sabido & Mirtha Mercedes Fernández-Mantilla & Irene Merino-Flores & Sandra Sofía Izquierdo-Marín & Nicolás Valle-Palomino, 2023. "Education for Sustainable Development: Challenges for Postgraduate Programmes," IJERPH, MDPI, vol. 20(3), pages 1-15, January.
    4. José Luis Martín-Núñez & Juan Luis Bravo-Ramos & Susana Sastre-Merino & Iciar Pablo-Lerchundi & Arturo Caravantes Redondo & Cristina Núñez-del-Río, 2022. "Teaching in Secondary Education Teacher Training with a Hybrid Model: Students’ Perceptions," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    5. Ángel Acevedo-Duque & Gonzalo R. Llanos-Herrera & Elizabeth Emperatriz García-Salirrosas & Selene Simón-Isidoro & Agustín Pablo Álvarez-Herranz & Rina Álvarez-Becerra & Lisette C. Sánchez Díaz, 2022. "Scientometric Analysis of Hiking Tourism and Its Relevance for Wellbeing and Knowledge Management," IJERPH, MDPI, vol. 19(14), pages 1-21, July.
    6. Elmis Jonatan García Zare & Segundo Eloy Soto Abanto & Noelia Patricia Rodriguez Paredes & Teresita del Rosario Merino Salazar & Sandra Elizabeth Pagador Flores & Jorge Luis Baldárrago Baldárrago & Jo, 2023. "Technological Devices and Digital Competences: A Look into the Digital Divides for University Continuity during the COVID-19 Pandemic," Sustainability, MDPI, vol. 15(11), pages 1-16, May.
    7. David Mutambara & Admire Chibisa, 2023. "An Analysis of Rural-Based Universities’ Faculty Members’ Satisfaction with E-Learning: The Case of Developing Countries," Sustainability, MDPI, vol. 15(12), pages 1-21, June.
    8. Elizabeth Emperatriz García-Salirrosas & Ángel Acevedo-Duque & Viviana Marin Chaves & Paula Andrea Mejía Henao & Juan Carlos Olaya Molano, 2022. "Purchase Intention and Satisfaction of Online Shop Users in Developing Countries during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(10), pages 1-14, May.
    9. Ángel Acevedo-Duque & Tohtli Prado-Sabido & Elizabeth Emperatriz García-Salirrosas & Mirtha Mercedes Fernández Mantilla & Velia Graciela Vera Calmet & Nicolás Valle Palomino & Haydee Mercedes Aguilar , 2022. "Postgraduate Trends in the Training of Human Talent for Sustainable Development," Sustainability, MDPI, vol. 14(21), pages 1-18, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Eduardo Sandoval-Obando & Nicolás Pareja Arellano & Ángel Acevedo-Duque & Hernán Riquelme-Brevis & Claudio Hernández-Mosqueira & Johan Rivas-Valenzuela, 2022. "Understanding the Relational Dynamics of Chilean Rural Teachers: Contributions from a Narrative-Generative Perspective," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
    2. Elizabeth Emperatriz García-Salirrosas & Ángel Acevedo-Duque & Viviana Marin Chaves & Paula Andrea Mejía Henao & Juan Carlos Olaya Molano, 2022. "Purchase Intention and Satisfaction of Online Shop Users in Developing Countries during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(10), pages 1-14, May.
    3. Jessica Müller-Pérez & Viridiana Sarahí Garza-Muñiz & Ángel Acevedo-Duque & Elizabeth Emperatriz García-Salirrosas & Jorge Alberto Esponda-Pérez & Rina Álvarez-Becerra, 2022. "The Future of Tamaulipas MSMEs after COVID-19: Intention to Adopt Inbound Marketing Tools," Sustainability, MDPI, vol. 14(19), pages 1-18, October.
    4. Elizabeth Emperatriz García-Salirrosas & Dany Yudet Millones-Liza & Jorge Alberto Esponda-Pérez & Ángel Acevedo-Duque & Jessica Müller-Pérez & Lisette C. Sánchez Díaz, 2022. "Factors Influencing Loyalty to Health Food Brands: An Analysis from the Value Perceived by the Peruvian Consumer," Sustainability, MDPI, vol. 14(17), pages 1-16, August.
    5. Danilo Soares‐Silva & Gustavo Hermínio Salati Marcondes de Moraes & Alexandre Cappellozza & Cristiano Morini, 2020. "Explaining library user loyalty through perceived service quality: What is wrong?," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 71(8), pages 954-967, August.
    6. Al-Baraa Abdulrahman Al-Mekhlafi & Ahmad Shahrul Nizam Isha & Nicholas Chileshe & Mohammed Abdulrab & Anwar Ameen Hezam Saeed & Ahmed Farouk Kineber, 2021. "Modelling the Relationship between the Nature of Work Factors and Driving Performance Mediating by Role of Fatigue," IJERPH, MDPI, vol. 18(13), pages 1-17, June.
    7. Nketiah, Emmanuel & Song, Huaming & Cai, Xiang & Adjei, Mavis & Adu-Gyamfi, Gibbson & Obuobi, Bright, 2022. "Citizens’ intention to invest in municipal solid waste to energy projects in Ghana: The impact of direct and indirect effects," Energy, Elsevier, vol. 254(PC).
    8. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    9. Adilson Carlos Yoshikuni & José Eduardo Ricciardi Favaretto & Alberto Luiz Albertin & Fernando de Souza Meirelles, 2022. "How can Strategy-as-Practice Enable Innovation under the Influence of Environmental Dynamism?," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 26(1), pages 200131-2001.
    10. Younès El Manzani & Mohamed Larbi Sidmou & Jean-Jack Cegarra, 2018. "Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory," Post-Print hal-03080217, HAL.
    11. Luger, Michaela & Hofer, Katharina Maria & Floh, Arne, 2022. "Support for corporate social responsibility among generation Y consumers in advanced versus emerging markets," International Business Review, Elsevier, vol. 31(2).
    12. Juan E. Núñez-Ríos & Jacqueline Y. Sánchez-García & Omar G. Rojas & Elias Olivares-Benitez, 2020. "Factors to Foster Organizational Sustainability in Tourism SMEs," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    13. Cabeza Martínez, Begoña, 2023. "Social preferences, support for redistribution, and attitudes towards vulnerable groups," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 107(C).
    14. Alessia Acampora & Michele Preziosi & Maria Claudia Lucchetti & Roberto Merli, 2022. "The Role of Hotel Environmental Communication and Guests’ Environmental Concern in Determining Guests’ Behavioral Intentions," Sustainability, MDPI, vol. 14(18), pages 1-23, September.
    15. Stephan Gerschewski & Yong Kyu Lew & Zaheer Khan & Byung Il Park, 2018. "Post-Entry Performance of International New Ventures: The Mediating Role of Learning Orientation," John H Dunning Centre for International Business Discussion Papers jhd-dp2018-06, Henley Business School, University of Reading.
    16. Sami S. Binyamin & Md. Rakibul Hoque, 2020. "Understanding the Drivers of Wearable Health Monitoring Technology: An Extension of the Unified Theory of Acceptance and Use of Technology," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
    17. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    18. Shami, Mohammad Reza & Rad, Vahid Bigdeli & Moinifar, Maryam, 2022. "The structural model of indicators for evaluating the quality of urban smart living," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    19. Anita Kéri & Erzsébet Hetesi, 2022. "Is it only the university they are satisfied with? – Foreign student satisfaction and its effect on loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(3), pages 601-622, September.
    20. Seiler, Volker & Fanenbruck, Katharina Maria, 2021. "Acceptance of digital investment solutions: The case of robo advisory in Germany," Research in International Business and Finance, Elsevier, vol. 58(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:21:p:11960-:d:667764. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.