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

Carmen Jiménez-Bucarey, Ángel Acevedo-Duque, Sheyla Müller-Pérez, Luis Aguilar-Gallardo, Miguel Mora-Moscoso and Elena Cachicatari Vargas
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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

Sustainability, 2021, vol. 13, issue 21, 1-14

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.

Keywords: IPMA; digital transformation in education; student satisfaction; distance higher education; online learning (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

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