Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective
Blended e-learning has become a common phenomenon in higher education globally. Most affluent economies embraced e-learning by design through strategic moves to augment their competitiveness. However, in most emerging economies, e-learning implementation was impulsively reactive to the Covid-19ʹs de...
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| Format: | research article |
| Language: | English |
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Taylor and Francis Group
2022
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| Online Access: | https://cris.library.msu.ac.zw//handle/11408/5285 https://doi.org/10.1080/2331186X.2022.2145805 |
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| author | Phillip Dangaiso Forbes Makudza Hope Hogo |
| author2 | Department of Business Administration and Management, Zimbabwe Ezekiel Guti University, Bindura, Zimbabwe |
| author_facet | Department of Business Administration and Management, Zimbabwe Ezekiel Guti University, Bindura, Zimbabwe Phillip Dangaiso Forbes Makudza Hope Hogo |
| author_sort | Phillip Dangaiso |
| collection | DSpace |
| description | Blended e-learning has become a common phenomenon in higher education globally. Most affluent economies embraced e-learning by design through strategic moves to augment their competitiveness. However, in most emerging economies, e-learning implementation was impulsively reactive to the Covid-19ʹs demands. Thus, the study examined the impact of perceived e-learning service quality on students’ satisfaction and loyalty in a developing country. The expectation-confirmation thty -35 eory informs the development of the conceptual framework. A causal research design enshrined in the positivism research philosophy was adopted. The research population was made up of students enrolled in public and private universities in Zimbabwe. Data was collected through person-administered survey and a stratified sample of 354 students was obtained. The results from structural equation modelling (SEM) revealed significant positive relationships between perceived e-learning service quality dimensions and e-learning student satisfaction. It was also reflected that student satisfaction positively affected student loyalty with e-learning (P < 0.05). It was therefore concluded that system quality, information quality and service quality significantly influence student satisfaction and loyalty with e-learning. The study thus recommended that the higher education industry should design e-learning systems that enhance easy access, easy navigation and user flexibility. |
| format | research article |
| id | ir-11408-5285 |
| institution | My University |
| language | English |
| publishDate | 2022 |
| publisher | Taylor and Francis Group |
| record_format | dspace |
| spelling | ir-11408-52852022-12-15T08:26:39Z Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective Phillip Dangaiso Forbes Makudza Hope Hogo Department of Business Administration and Management, Zimbabwe Ezekiel Guti University, Bindura, Zimbabwe Department of Business Enterprise and Management, University of Zimbabwe, Harare, Zimbabwe Department of Marketing and Information Sciences, Midlands State University, Gweru, Zimbabwe E-learning Service quality Student satisfaction Student loyalty Digital Marketing Higher education Developing Country Blended e-learning has become a common phenomenon in higher education globally. Most affluent economies embraced e-learning by design through strategic moves to augment their competitiveness. However, in most emerging economies, e-learning implementation was impulsively reactive to the Covid-19ʹs demands. Thus, the study examined the impact of perceived e-learning service quality on students’ satisfaction and loyalty in a developing country. The expectation-confirmation thty -35 eory informs the development of the conceptual framework. A causal research design enshrined in the positivism research philosophy was adopted. The research population was made up of students enrolled in public and private universities in Zimbabwe. Data was collected through person-administered survey and a stratified sample of 354 students was obtained. The results from structural equation modelling (SEM) revealed significant positive relationships between perceived e-learning service quality dimensions and e-learning student satisfaction. It was also reflected that student satisfaction positively affected student loyalty with e-learning (P < 0.05). It was therefore concluded that system quality, information quality and service quality significantly influence student satisfaction and loyalty with e-learning. The study thus recommended that the higher education industry should design e-learning systems that enhance easy access, easy navigation and user flexibility. 9 1 1 20 2022-12-15T08:26:39Z 2022-12-15T08:26:39Z 2022-11-13 research article https://cris.library.msu.ac.zw//handle/11408/5285 https://doi.org/10.1080/2331186X.2022.2145805 en Cogent Education 2331-186X open Taylor and Francis Group |
| spellingShingle | E-learning Service quality Student satisfaction Student loyalty Digital Marketing Higher education Developing Country Phillip Dangaiso Forbes Makudza Hope Hogo Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title | Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title_full | Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title_fullStr | Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title_full_unstemmed | Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title_short | Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective |
| title_sort | modelling perceived e-learning service quality, student satisfaction and loyalty. a higher education perspective |
| topic | E-learning Service quality Student satisfaction Student loyalty Digital Marketing Higher education Developing Country |
| url | https://cris.library.msu.ac.zw//handle/11408/5285 https://doi.org/10.1080/2331186X.2022.2145805 |
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