Electronic learning platform service quality: an empirical examination and validation of the potential measures

K. Mohamed Jasim (), R. Murali (), Sahaya Restina James () and C. Srinivasan ()
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K. Mohamed Jasim: Vellore Institute of Technology
R. Murali: MCC Boyd Tandon School of Business
Sahaya Restina James: St. Joseph’s College (Autonomous)
C. Srinivasan: B S Abdur Rahman Crescent Institute of Science and Technology

International Journal of System Assurance Engineering and Management, 2025, vol. 16, issue 4, No 2, 1369-1381

Abstract: Abstract This study's main objective is to investigate and evaluate a tool for evaluating the level of support offered to students in higher education institutions using online learning platforms. Interpersonal, technical, environmental, and administrative quality are the s independent variables incorporated in the study, and service quality of electronic learning platform is the dependent variable. Stratified random sampling is used to select the samples. Using a standardised questionnaire and Google forms, 397 useful responses were received from students at higher education institutions. The questionnaire's content, construct, and discriminate validity were examined, and its reliability was determined using Cronbach's alpha, which was determined to be 0.979. Python programming is used to analyse the data using statistical techniques such as confirmatory factor analysis, exploratory factor analysis, model fit, and structural equation modelling to test the measurement model and structural model. The study discovered that electronic learning platform service quality, technical quality, administrative and environmental quality, and interpersonal service quality were all statistically important.

Keywords: Service quality; Electronic learning platform; Higher education institutions; Scale development (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s13198-025-02740-5

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