Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model
Electronic learning (E-learning) is an innovative learning tool that provides an opportunity for technology-driven distance teaching. E-learning not only enhances learning quality, but it has also become the only medium of learning during the COVID-19 pandemic, when people have been forced to stay a...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2021-11-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2199-8531/7/4/227 |
| _version_ | 1827802547299024896 |
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| author | Razia Sultana Sumi Golam Kabir |
| author_facet | Razia Sultana Sumi Golam Kabir |
| author_sort | Razia Sultana Sumi |
| collection | DOAJ |
| description | Electronic learning (E-learning) is an innovative learning tool that provides an opportunity for technology-driven distance teaching. E-learning not only enhances learning quality, but it has also become the only medium of learning during the COVID-19 pandemic, when people have been forced to stay at home. Due to the pandemic, most countries have initiated online learning to continue the learning process, thus lessening the study gap. Against this backdrop, it is imperative to explore the perception and satisfaction level of e-learners regarding e-learning tools. In this study, a quantitative approach was conducted on the students of two leading public universities (graduates and postgraduates) to identify the impact of the determinants of the SERVQUAL model (reliability, responsiveness, assurance, empathy, and website design), as well as ‘learning content’, on overall perceived quality and satisfaction. In total, 895 respondents participated in the study, and data were analyzed with Amos 23 to confirm the hypotheses, utilizing structural equation modeling. The findings reveal that all the variables of the measurement model had a significant effect on perceived service quality and thus user satisfaction except for responsibility. The results make a significant contribution to those decision-makers and university authorities attempting to ensure e-learners’ satisfaction. |
| first_indexed | 2024-03-11T20:41:32Z |
| format | Article |
| id | doaj.art-887022f000ce43cb9642c80fa34a99ff |
| institution | Directory Open Access Journal |
| issn | 2199-8531 |
| language | English |
| last_indexed | 2024-03-11T20:41:32Z |
| publishDate | 2021-11-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj.art-887022f000ce43cb9642c80fa34a99ff2023-10-02T02:00:27ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312021-11-01722722710.3390/joitmc7040227Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL ModelRazia Sultana Sumi0Golam Kabir1Department of Marketing, Jagannath University, Dhaka 1100, BangladeshIndustrial Systems Engineering, University of Regina, Regina, SK S4S 0A2, CanadaElectronic learning (E-learning) is an innovative learning tool that provides an opportunity for technology-driven distance teaching. E-learning not only enhances learning quality, but it has also become the only medium of learning during the COVID-19 pandemic, when people have been forced to stay at home. Due to the pandemic, most countries have initiated online learning to continue the learning process, thus lessening the study gap. Against this backdrop, it is imperative to explore the perception and satisfaction level of e-learners regarding e-learning tools. In this study, a quantitative approach was conducted on the students of two leading public universities (graduates and postgraduates) to identify the impact of the determinants of the SERVQUAL model (reliability, responsiveness, assurance, empathy, and website design), as well as ‘learning content’, on overall perceived quality and satisfaction. In total, 895 respondents participated in the study, and data were analyzed with Amos 23 to confirm the hypotheses, utilizing structural equation modeling. The findings reveal that all the variables of the measurement model had a significant effect on perceived service quality and thus user satisfaction except for responsibility. The results make a significant contribution to those decision-makers and university authorities attempting to ensure e-learners’ satisfaction.https://www.mdpi.com/2199-8531/7/4/227e-learningperceived service qualitysatisfactionSERVQUALCOVID-19 pandemic |
| spellingShingle | Razia Sultana Sumi Golam Kabir Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model Journal of Open Innovation: Technology, Market and Complexity e-learning perceived service quality satisfaction SERVQUAL COVID-19 pandemic |
| title | Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model |
| title_full | Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model |
| title_fullStr | Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model |
| title_full_unstemmed | Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model |
| title_short | Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model |
| title_sort | satisfaction of e learners with electronic learning service quality using the servqual model |
| topic | e-learning perceived service quality satisfaction SERVQUAL COVID-19 pandemic |
| url | https://www.mdpi.com/2199-8531/7/4/227 |
| work_keys_str_mv | AT raziasultanasumi satisfactionofelearnerswithelectroniclearningservicequalityusingtheservqualmodel AT golamkabir satisfactionofelearnerswithelectroniclearningservicequalityusingtheservqualmodel |