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

Author

Listed:
  • Long Pham

    (School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, LA, USA & Department of Economics and Management, Thuyloi University, Hanoi, Vietnam)

  • Stan Williamson

    (School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, USA)

  • Ronald Berry

    (College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, USA)

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.

Suggested Citation

  • Long Pham & Stan Williamson & Ronald Berry, 2018. "Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 14(3), pages 19-40, July.
  • Handle: RePEc:igg:jeis00:v:14:y:2018:i:3:p:19-40
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    Citations

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    Cited by:

    1. Hao Zheng & Yu Qian & Zongran Wang & Yonghe Wu, 2023. "Research on the Influence of E-Learning Quality on the Intention to Continue E-Learning: Evidence from SEM and fsQCA," Sustainability, MDPI, vol. 15(6), pages 1-14, March.
    2. Nikou, Shahrokh & Kim, Seongcheol & Lim, Chulmin & Maslov, Ilia, 2021. "Satisfaction with e-Learning Systems during the COVID-19 Pandemic – A Comparative Study," 23rd ITS Biennial Conference, Online Conference / Gothenburg 2021. Digital societies and industrial transformations: Policies, markets, and technologies in a post-Covid world 238042, International Telecommunications Society (ITS).
    3. Łukasz Tomczyk & Katarzyna Potyrała & Anna Włoch & Joanna Wnęk-Gozdek & Nataliia Demeshkant, 2020. "Evaluation of the Functionality of a New E-Learning Platform vs. Previous Experiences in E-Learning and the Self-Assessment of Own Digital Literacy," Sustainability, MDPI, vol. 12(23), pages 1-22, December.
    4. Dávid Máté Hargitai & Florina Pinzaru & Zoltán Veres, 2021. "Integrating Business Students’ E-Learning Preferences into Knowledge Management of Universities after the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(5), pages 1-21, February.
    5. Rania B. Mostafa & Leila Hamieh, 2022. "How CSR Activities Affect Student Attitudinal and Behavioral Loyalty in the Lebanese Educational Sector?," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 13(1), pages 1-17, January.
    6. Saliha Anwar & Tayyaba Rafique, 2022. "Development Of Service Quality Scale In Online Higher Education," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(1), pages 53-62, March.
    7. Rosa Estriegana & Jose-Amelio Medina-Merodio & Rafael Robina-Ramírez & Roberto Barchino & Carmen De-Pablos-Heredero, 2023. "E-learning Acceptance in Face-to-Face Universities due to COVID-19," SAGE Open, , vol. 13(4), pages 21582440231, December.
    8. Felix & Prihanto Y. Johny Natu & Annas Mohammad, 2023. "Analysis of the Influence of E-Learning Service Quality Factors on Student Perceived Value and Student Satisfaction, with Implication to Student Loyalty," Marketing of Scientific and Research Organizations, Sciendo, vol. 48(2), pages 81-110, June.

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