Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

Long Pham, Stan Williamson and Ronald Berry
Additional contact information
Long Pham: School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, LA, USA & Department of Economics and Management, Thuyloi University, Hanoi, Vietnam
Stan Williamson: School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, USA
Ronald Berry: College of Business and Social Sciences, University of Louisiana at Monroe, Monroe, USA

International Journal of Enterprise Information Systems (IJEIS), 2018, vol. 14, issue 3, 19-40

Abstract: With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the college setting. Results identified five main factors that measure e-learning service quality: e-learning administrative and support service quality; e-learning instructor quality; e-learning accuracy; e-learning course materials quality; and e-learning security and privacy. The quality of e-learning administrative and support service, instructor performance, and course materials were positively related to overall e-learning service quality, with e-learning instructor quality the most influential. There was a positive association between overall e-learning service quality and e-learning loyalty, and between e-learning satisfaction and e-learning loyalty. Results are consistent with most studies of traditional and online services and other e-learning studies that customer loyalty is strongly influenced by customer satisfaction and quality of service and that customer satisfaction is strongly influenced by quality of service.

Date: 2018
References: Add references at CitEc
Citations: View citations in EconPapers (8)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/IJEIS.2018070102 (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:igg:jeis00:v:14:y:2018:i:3:p:19-40

Access Statistics for this article

International Journal of Enterprise Information Systems (IJEIS) is currently edited by Gianluigi Viscusi

More articles in International Journal of Enterprise Information Systems (IJEIS) from IGI Global
Bibliographic data for series maintained by Journal Editor ().