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Factors determining e-learning service quality

Uppal, M. A., Ali, S. and Gulliver, S. ORCID: (2018) Factors determining e-learning service quality. British Journal of Educational Technology, 49 (3). pp. 412-426. ISSN 1467-8535

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To link to this item DOI: 10.1111/bjet.12552


E-Learning courses are fast becoming common-place, yet the success of these online courses varies considerably. Since limited research addresses the issue of e-learning quality (ELQ) of service in higher education environments, there is an increasing need to effectively assess ELQ. In this paper, we argue that to obtain a satisfactory e-learning student experience, we must offer more than access to learning material. The research proposes an extended SERVQUAL model, the ELQ model, which in addition to key service constructs, facilitates consideration of both information and system quality factors. Exploratory Factor Analysis is conducted to investigate the reliability and validity of the measurement model, and multiple regression analysis is used to test the research model. Data analysis reveals that Assurance, Responsiveness, Tangibility, Course Website and Learning Content have a positive correlation with the perception of ELQ. e-Learning students value a stable, and easy to use e-learning environment, yet do not perceive empathy and reliability as significant to student perception of ELQ.

Item Type:Article
Divisions:Henley Business School > Business Informatics, Systems and Accounting
ID Code:69295

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