IDEAS home Printed from https://ideas.repec.org/a/vrs/mosaro/v28y2023i2p81-110n4.html
   My bibliography  Save this article

Analysis of the Influence of E-Learning Service Quality Factors on Student Perceived Value and Student Satisfaction, with Implication to Student Loyalty

Author

Listed:
  • Felix

    (Faculty of Business, Universitas Multimedia Nusantara, Jl. Boulevard Gading Serpong, Tangerang-Banten, Indonesia)

  • Prihanto Y. Johny Natu

    (Faculty of Business, Universitas Multimedia Nusantara, Jl. Boulevard Gading Serpong, Tangerang-Banten, Indonesia)

  • Annas Mohammad

    (Faculty of Business, Universitas Multimedia Nusantara, Jl. Boulevard Gading Serpong, Tangerang-Banten, Indonesia)

Abstract

The COVID-19 pandemic has changed the learning process, which was previously carried out conventionally with face-to-face interaction, into an online learning activity (e-learning). e-Learning has several benefits, but it also has some challenges that need to be addressed. A preliminary survey has been conducted by asking open-ended questions regarding students’ experience and obstacles during e-learning to determine their perceptions of e-learning, and the results showed that there were problems faced by students in implementing e-learning, especially pertaining to student loyalty. Previous research has stated that e-learning service quality exercises an influence on student satisfaction and student loyalty. This research focusses on the influence of e-learning service quality factors on student perceived value (SPV) and student satisfaction, and ultimately on its role in influencing student loyalty. This research was conducted using a quantitative approach, wherein data were gathered, using judgement sampling, from 309 undergraduate students enrolled across six universities in Tangerang. These data were analysed by partial least squares structural equation modelling (SEM-PLS), and the results of the analysis indicated the presence of a positive and significant relationship between these variables. Resultant to the analysis, there emerged some useful suggestions for educational institutions and lecturers that would enable them to improve the quality of e-learning. The findings of the present study imply that improving the factors of e-learning service quality will inculcate in students a favourable value perception towards the university, as well as create a feeling of satisfaction in them, arising from the fulfilling character of the experience to which they were exposed during the e-learning process; these phenomena are expected in turn to increase students’ loyalty towards the university.

Suggested Citation

  • 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.
    • Handle: RePEc:vrs:mosaro:v:28:y:2023:i:2:p:81-110:n:4
    DOI: 10.2478/minib-2023-0011
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/minib-2023-0011
    Download Restriction: no
    File URL: https://libkey.io/10.2478/minib-2023-0011?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    3. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    Full references (including those not matched with items on IDEAS)

    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. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
    2. 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.
    3. Adis Puska & Admir Beganovic & Allen Popovic Beganovic, 2019. "Consumers' Loyalty Toward Dark Chocolate," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 28(1), pages 245-266, june.
    4. Brenda Mak & Paul Beckman & Nicole Bohn, 2016. "Perceived Usefulness and Satisfaction of Mobile Phone for Users with Disabilities," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 13(02), pages 1-16, April.
    5. 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.
    6. Pereira, Hélia Gonçalves & Salgueiro, Maria de Fátima & Rita, Paulo, 2016. "Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 279-291.
    7. Mvele, Sigismond Hervey & Mengue, Larissa Ango & Ekome Ekane, Guy Christol, 2019. "Multiple subscriptions to mobile networks and consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 375-381.
    8. Mohamed Albaity & Mahfuzur Rahman, 2021. "Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude," Sustainability, MDPI, vol. 13(19), pages 1-19, September.
    9. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    10. Rizaldi Yusfiarto & Septy Setia Nugraha & Galuh Tri Pambekti & Annes Nisrina Khoirunnisa, 2023. "Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 306-320, June.
    11. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
    12. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    13. Ki-Hoon Lee & Minwoo Lee & Nuwan Gunarathne, 2019. "Do green awards and certifications matter? Consumers’ perceptions, green behavioral intentions, and economic implications for the hotel industry: A Sri Lankan perspective," Tourism Economics, , vol. 25(4), pages 593-612, June.
    14. Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    15. Zohreh Alizadehrad & Ekaterine Maglakelidze, 2020. "Conceptual Model Explaining the Impact of Corporate CSR Awareness (Involvement) on Consumer Behavior," Proceedings of International Academic Conferences 10612988, International Institute of Social and Economic Sciences.
    16. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    17. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
    18. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
    19. 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.
    20. Mencarelli, Rémi & Lombart, Cindy, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 12-21.

    More about this item

    Keywords

    e-learning; service quality; perceived value; satisfaction; loyalty; e-learning; jakość usługi; postrzegana wartość; satysfakcja; lojalność;
    All these keywords.

    JEL classification:

    • I20 - Health, Education, and Welfare - - Education - - - General
    • I21 - Health, Education, and Welfare - - Education - - - Analysis of Education
    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
    • I29 - Health, Education, and Welfare - - Education - - - Other

    Statistics

    Access and download statistics

    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:vrs:mosaro:v:28:y:2023:i:2:p:81-110:n:4. 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: Peter Golla (email available below). General contact details of provider: https://www.sciendo.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.