The effect of service delivery quality on customer value of e-learning systems

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.

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Abstract

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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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: No evidence of copyright restrictions.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 08 Aug 2012 05:03
Last Modified: 03 Jul 2013 01:16
Uncontrolled Keywords: e-learning systems; service delivery quality; customer value
Fields of Research (FOR2008): 08 Information and Computing Sciences > 0806 Information Systems > 080602 Computer-Human Interaction
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150303 Corporate Governance and Stakeholder Engagement
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective (SEO2008): B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890201 Application Software Packages (excl. Computer Games)
URI: http://eprints.usq.edu.au/id/eprint/21621

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