Personality as a Determinant of Customer Experience Quality and Value-in-Use in a Public Crisis Situation – The Case of E-Learning

Katharina Lohmann

Junior Management Science (JUMS), 2022, vol. 7, issue 2, 390-411

Abstract: This thesis was designed to investigate whether differences exist between students' personalities regarding their perceived Customer Experience Quality and their perceived Value-in-Use, for the case of e-learning. In particular, the personality dimension Introversion-Extraversion was investigated. Furthermore, it was examined whether students' Fear of the Coronavirus Disease 2019 moderates the relationship between Introversion-Extraversion and the perceived Customer Experience Quality as well as the relationship between Introversion-Extraversion and the perceived Value-in-Use. Using survey data on asynchronous e-learning as well as survey data on synchronous e-learning, multiple two-way ANOVAs were conducted. It was found that no significant differences for either asynchronous e-learning or synchronous e-learning regarding the Customer Experience Quality and the Value-in-Use exist between introverted and extraverted students. Furthermore, no significant interaction effect on the perceived Customer Experience Quality and Value-in-Use was found for introverted and extraverted students with either low or high Fear of the Coronavirus Disease 2019.

Keywords: COVID-19; e-learning; introversion-extraversion; customer experience quality; value-in-use; two-way ANOVA (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.econstor.eu/bitstream/10419/294989/1/5147-3403.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:zbw:jumsac:294989

DOI: 10.5282/jums/v7i2pp390-411

Access Statistics for this article

Junior Management Science (JUMS) is currently edited by Dominik van Aaken, Gunther Friedl, Christian Koziol, Sascha Raithel

More articles in Junior Management Science (JUMS) from Junior Management Science e. V.
Bibliographic data for series maintained by ZBW - Leibniz Information Centre for Economics ().