Development and Validation of an Instrument to Measure Student Perceived E-Learning Service Quality

Long Pham, Kioh Kim, Bruce Walker, Thomas DeNardin and Hanh Le
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Long Pham: School of Management, University of Louisiana at Monroe, Monroe, USA & Thuyloi University, Hanoi, Vietnam
Kioh Kim: University of Louisiana at Monroe, Monroe, USA
Bruce Walker: University of Louisiana at Monroe, Monroe, USA
Thomas DeNardin: University of Louisiana at Monroe, Monroe, USA
Hanh Le: University of Louisiana at Monroe, Monroe, USA

International Journal of Enterprise Information Systems (IJEIS), 2019, vol. 15, issue 2, 15-42

Abstract: While universities have been trying to focus their resources and attention on improving e-learning, many universities seem to be lagging behind students' increasing demands and expectations. In order to sustainably grow in an increasingly competitive e-learning environment, it is clear that universities must provide e-learning students with high quality services. To do this, universities are required to understand the attributes that e-learning students use to evaluate service quality. Unfortunately, little research on e-learning service quality has been conducted. This study developed and validated an instrument to measure student perceived e-learning service quality. Based on the relevant literature review and using responses from 1,232 e-learning students, the authors validated a three-factor e-learning service quality instrument involving e-learning system quality, e-learning instructor and course materials quality, and e-learning administrative and support service quality. Among these three factors, e-learning system quality makes the highest contribution to overall e-learning service quality, followed by e-learning instructor and course materials quality, and e-learning administrative and support service quality. This scale provides a useful measurement for researchers who wish to measure e-learning service quality and for university administrators and managers who want to enhance universities' e-learning servie quality.

Date: 2019
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