The Effect of Service Delivery Quality on Customer Value of e-Learning Systems

被引：0

作者：

Alsabawy, Ahmed Younis ^{[1
]}

Cater-Steel, Aileen ^{[1
]}

Soar, Jeffrey ^{[1
]}

机构：

[1] Univ So Queensland, Sch Informat Syst, Toowoomba, Qld 4350, Australia

来源：

SISTEMAS Y TECNOLOGIAS DE INFORMACION, VOLS 1 AND 2 | 2012年

关键词：

e-learning systems; service delivery quality; customer value; USER SATISFACTION; SUCCESS; TECHNOLOGY; MODEL; SCALE;

D O I：

暂无

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

E-learning systems are an essential electronic application in universities and many other training organizations. The users of e-learning expect to receive educational services with high quality and value. The role of service delivery quality in enhancing customer value is investigated in this study. Structural equation modeling was used to analyze the responses from a survey of 720 university students. The results confirmed that service delivery quality enhances customer value and in particular customer value is affected by efficiency, fulfillment, responsiveness and contact.

引用

页码：703 / 708

页数：6

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