E-learning service delivery quality: a determinant of user satisfaction

Alsabawy, Ahmed Younis and Cater-Steel, Aileen and Soar, Jeffrey (2013) E-learning service delivery quality: a determinant of user satisfaction. In: Learning management systems and instructional design: best practices in online education. IGI Publishing (IGI Global), Hershey, PA. United States , pp. 89-127. ISBN 978-1-4666-3930-0


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E-learning systems have received considerable attention from researchers, educational institutions, and
organisations for their anticipated benefits. The objective of e-learning systems is to provide students with educational services via electronic channels. User dissatisfaction is considered the main issue facing universities in regards to e-learning systems. Service Delivery Quality (SDQ) can be deemed an essential concern for management and customers. This research investigates the role of SDQ on user satisfaction on two levels: the effect of SDQ on user satisfaction, and the effect of each sub-dimension of SDQ on user satisfaction. This paper reports on a study which surveyed 720 external students at an Australian university. The findings highlight the critical role of SDQ on user satisfaction. Based on the results of structural equation modeling and content analysis, a set of recommendations was formulated. The aim was to help improve service delivery quality, user satisfaction, and greater overall success of e-learning systems.

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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Ch. 6. Published version deposited in accordance with the copyright policy of the publisher.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 24 Jun 2013 01:52
Last Modified: 27 Apr 2017 04:54
Uncontrolled Keywords: university; distance learning; student satisfaction
Fields of Research : 13 Education > 1303 Specialist Studies in Education > 130306 Educational Technology and Computing
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: B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890299 Computer Software and Services not elsewhere classified
Identification Number or DOI: 10.4018/978-1-4666-3930-0.ch006
URI: http://eprints.usq.edu.au/id/eprint/23654

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