............................................................................................... viii CHAPTER

E-learning: Investigating students' acceptance of online learning in hospitality programs.

This study examined the satisfaction of customers toward Service Quality of Berlitz Language Center at Silom Branch. The purpose of this study was to identify the factors of service quality that affects the customer's satisfaction of Berlitz Language Center at Silom branch. The methodology used in this research was a survey research. The population was 128 students at Berlitz Language Center and census technique was used. The researcher used descriptive statistic to analyze demographic profile of the respondents. The inferential statistic used was Multiple Linear Regressions to test all three hypotheses of the study. The results of the study indicated that customer's satisfaction is influenced by all three dimensions of service quality; service product, service delivery and service environment. The results also found that the most influential factor that affects to customer's satisfaction was service product. Finally, this study concluded with some suggestions for future research study such as to measure in-depth of influenced variables and develop the questions into open-ended. This research study was limited to only Berlitz Language Center Silom branch, thus, further research should conducted with the other branches or other language centers.

Satisfaction of customers toward service quality of Berlitz Language Center : a case study at Silom Branch

This study examines the effect of five factors namely; administrative support, course design, instructor characteristics, learner characteristics, and technical support on the effectiveness of Elearning among students enrolled in hospitality management programs. In addition, investigates the relationship between the effectiveness of E-learning and its quality taking into consideration the role of students’ perception. 250 responses gathered from undergraduate students enrolled in the University of Sadat City in Egypt were analyzed using PLS-SEM. Contrary to the expectations of the study model, the results showed an insignificant relationship between instructor characteristics and E-learning effectiveness. On the other hand, the results showed a positive relationship between the other four factors and E-learning effectiveness. Moreover, Elearning effectiveness showed a positive relationship with students’ perceptions of E-learning, in addition, students’ perceptions of E-learning showed a positive relationship with the quality of Elearning. The research provides a theoretical contribution to bridging the gap in studies related to E-learning in hospitality higher education. Practically, the research provides hospitality higher education institutions with recommendations to understand the barriers to E-learning. Limitations and potential directions for future research were also presented.

Factors influencing the e-learning effectiveness and its reflection on learning quality: The role of hospitality students' perception

This study assessed the service quality of United States Sports Academy 's online course curriculum and examined the factors, which affected the students' overall satisfaction of their educational experience with the Academy. The results generated were based on 449 responses (male = 331, female = 118) of the student evaluation survey that were collected from January 1 to August 31, 2004. The evaluation questionnaire contained 41 fixed-variable and 5-point Likert scale items. The student evaluation survey was filled out via electronic method after each student had completed the last unit assignment. The exploratory factor analysis identified five specific service categories, Course Materials (CM), Instructor Traits (IT), Library Resources (LR), Student Services (SS), and Overall Rating (OR) with a total factor loading of 72.3%. Each of the factor categories yielded a reliability coefficient ( a value) greater than .715. The results indicated the male participants perceived to be more satisfied with all of the service categories than females did. The younger participants and students who had taken fewer courses with the Academy tended to have a higher satisfactory rating. The stepwise factor analysis also confirmed both CM and SS were two better predictors of the participants' overall satisfaction. Overall, the participants were fairly satisfied with the service quality of the Academy. In conclusions, more attentions should be drawn to the following areas for improving quality of teaching: (1) fulfilling the students' needs based their characteristics; (2) improving the quality of faculty performance and communication; and (3) facilitating the use the library resources. More directions for improvement of the service quality and future research were further discussed.

http://www.westga.edu/~distance/ojdla/summer92/chen92.pdf

Service Quality Assessment of Online Sport Education at a Sport-Specific Graduate Institute

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Service Quality Assessment of Online Sport Education at a Sport-Specific Graduate Institute