Using SERVQUAL to assess the quality of e-learning experience

被引：132

作者：

Udo, Godwin J. ^{[1
]}

Bagchi, Kallol K. ^{[1
]}

Kirs, Peeter J. ^{[1
]}

机构：

[1] Univ Texas El Paso, Coll Business Adm, El Paso, TX 79968 USA

来源：

COMPUTERS IN HUMAN BEHAVIOR | 2011年 / 27卷 / 03期

关键词：

E-learning quality; E-learner satisfaction; Behavioral intention; SERVQUAL; INFORMATION-SYSTEMS SUCCESS; CUSTOMER SATISFACTION; SERVICE QUALITY; CONTINUANCE INTENTION; BEHAVIORAL INTENTIONS; CONSUMER PERCEPTIONS; STUDENTS; CONTEXT; SCALE;

D O I：

10.1016/j.chb.2011.01.009

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

Distance learning programs have been dramatically expanding in accordance with demand. Assessment of the quality of e-learning has become a strategic issue, one that is critical to program survival. In this study we propose a modified SERVQUAL instrument for assessing e-learning quality. The instrument consists of five dimensions: Assurance, Empathy, Responsiveness, Reliability, and Website Content. Data analysis from 203 e-learning students shows that four out of these five dimensions (except Reliability) play a significant role in perceived e-learning quality, which in turn affects learners satisfaction and future intentions to enroll in online courses. Managerial implications of the major findings are provided. (C) 2011 Elsevier Ltd. All rights reserved.

引用

页码：1272 / 1283

页数：12

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