Alsabawy, Ahmed Younis and Cater-Steel, Aileen and Soar, Jeffrey (2012) The effect of service delivery quality on customer value of e-learning systems. In: 7th Iberian Conference on Information Systems and Technologies (CISTI 2012), 20-23 Jun 2012, Madrid, Spain.
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.
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