Identifying the determinants of e-learning service delivery quality

Alsabawy, Ahmed Younis and Cater-Steel, Aileen and Soar, Jeffrey (2012) Identifying the determinants of e-learning service delivery quality. In: 23rd Australasian Conference on Information Systems (ACIS 2012): Location, Location, Location, 3-5 Dec 2012, Geelong, Australia.

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In recent years, many universities and educational institutions have made considerable investments in e-learning systems. These are systems that deliver educational services via electronic channels. Service quality has been studied in previous research as a critical factor for measuring systems success. Modest attention has been paid to factors affecting the service delivery quality in the e-learning arena. The objective of this study is to identify the factors considered to impact the e-learning systems service delivery quality through a survey of stakeholders. The sample was 720 students enrolled in online courses at the University of Southern Queensland (USQ).The main finding of this study is that IT infrastructure, system quality, and information quality significantly affect service delivery quality in the e-learning systems field. IT infrastructure services were found to play a critical role in improving system quality and information quality, and this construct can be considered as a foundation of delivering high quality educational services.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Ahmed Younis Alsabawy, Aileen Cater-Steel, and Jeffrey Soar © 2012. The authors assign to ACIS and educational and non-profit institutions a non-exclusive licence to use this document for personal use and in courses of instruction provided that the article is used in full and this copyright statement is reproduced. The authors also grant a non-exclusive licence to ACIS to publish this document in full in the Conference Papers and Proceedings. Those documents may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the World Wide Web. Any other usage is prohibited without the express permission of the authors. Conference proceedings available at
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 08 Jan 2013 07:42
Last Modified: 14 Aug 2014 06:19
Uncontrolled Keywords: e-learning systems; service delivery quality; IT infrastructure services; system quality; information quality
Fields of Research : 13 Education > 1303 Specialist Studies in Education > 130306 Educational Technology and Computing
08 Information and Computing Sciences > 0805 Distributed Computing > 080502 Mobile Technologies
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890299 Computer Software and Services not elsewhere classified

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