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From Brick to Click Classrooms: A Paradigm Shift During the Pandemic—Identifying Factors Influencing Service Quality and Learners’ Satisfaction in Click Classrooms

Author

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  • Kamalpreet Kaur Paposa
  • Sukhvinder Singh Paposa

Abstract

The most crucial determinant of success in any service environment is the perception of the customers about the service quality or the product quality as it derives satisfaction and loyalty. Considering this imperative, the present review focuses on the service quality of online teaching, which has become a new normal during the pandemic. The pandemic has resulted in a paradigm shift of imparting education from brick to click classrooms. Hence, this article reviews the literature on the factors influencing service quality of click classrooms and mentions the parameters that lead to learners’ satisfaction. The systematic review helps in understanding how the research in this field has progressed. It is evident from this review that creating an interactive learning environment, giving prompt feedbacks, providing rich digital resources and course content, competent and skilled faculty members and continuous student support play a crucial role in enhancing the service quality of click classrooms leveraging learners’ satisfaction. The findings of this study support the educational institutions towards developing a sound and sustainable online learning environment by comprehending the students’ expectations about the service quality of an online learning environment. The study aims to propel future research works towards improving the service quality of click classrooms and enriching learners’ experience to impart quality education for all the stakeholders.

Suggested Citation

  • Kamalpreet Kaur Paposa & Sukhvinder Singh Paposa, 2023. "From Brick to Click Classrooms: A Paradigm Shift During the Pandemic—Identifying Factors Influencing Service Quality and Learners’ Satisfaction in Click Classrooms," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 48(2), pages 182-196, May.
    • Handle: RePEc:sae:manlab:v:48:y:2023:i:2:p:182-196
    DOI: 10.1177/0258042X211066234
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    References listed on IDEAS

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    1. Ouissal GOUMAIRI & Es-Saâdia AOULA & Souad BEN SOUDA, 2020. "Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study," International Journal of Higher Education, Sciedu Press, vol. 9(5), pages 223-223, October.
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