Prior studies on e-learning service quality were conducted mainly in developed countries; however, little effort has been made in emerging countries. This study examines the relationships among e-learning service quality attributes, overall e-learning service quality, e-learning student satisfaction, and e-learning student loyalty in the context of Vietnam, an emerging country. Survey data collected from 1232 college students were analyzed by means of exploratory factor analysis, confirmatory factor analysis, and structural equation modeling using SPSS 25 and SmartPLS 3.0. The results indicated that e-learning service quality was a second-order construct comprising of three factors, namely, e-learning system quality, e-learning instructor and course materials quality, and e-learning administrative and support service quality. The e-learning system quality was the most important dimension of overall e-learning service quality, followed by e-learning instructor and course materials quality, and e-learning administrative and support service quality. In addition, the overall e-learning service quality was positively related to e-learning student satisfaction, which in turn positively influences e-learning student loyalty. Also, overall e-learning service quality has a direct effect on e-learning student loyalty. Implications for colleges and universities are discussed.

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Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization,The paper uses systematic literature review method The unit of analysis is peer-reviewed journal articles published during 1984 to 2017,Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature More than 60 models of the SQ have been identified Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration,The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades,Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers This in turn helps them in developing service-based competencies and achievement of competitive advantage,Insights from the paper may help in conceptualizing and delivering SQ-driven public services,The paper synthesizes and presents various facets of the SQ as a unified body of knowledge

Understanding service quality: insights from the literature

In the last few years, the use of educational technology, particularly the concept of Learning Management System (LMS), has increased rapidly. With this fast development, the question arises as how to manage the LMS to obtain success and efficiency in online courses. One of the important factors that have received many citations in literature studies (and has a special position in information system research) is the user satisfaction. It is a crucial factor that can predict the success or failure of any LMS. In relation, this research examined the success factors that affect the user satisfaction and outcomes of LMS. This paper discusses the conceptual User Satisfaction Evaluation Model (USEM) employed to measures LMS success. In particular, it seeks to examine “the relationship between: Service quality, system quality, ease of use, perceived usefulness, information quality and students satisfaction, as well as to measure the outcomes of the LMS.” Results from the data analysis indicate that all proposed factors have a positive effect on student satisfaction. The result also concludes that a higher rate of user satisfaction will lead to greater benefits for the students.

/pdf/looking-inside-and-outside-the-system-examining-the-factors-35ioymyz18.pdf

Looking Inside and Outside the System: Examining the Factors Influencing Distance Learners Satisfaction in Learning Management System

Marketing as a discipline has evolved over last ten decades from producing things, to things being produced, from selling to customers, to selling for customers and to selling with customers as a corporate citizen of the country. Two remarkable changes that are responsible for a paradigm shift in the core focus of marketing in the era of social Darwinism includes marketing as becoming more analytical and rigorous in nature and relationship oriented, focused on consumer perceived value (CPV), its creation, communication, delivery or co-creation by all in the value network.
Amidst these recent developments in marketing thought and theory, there is need for a periodic review of the intellectual progress for the strategic development of the discipline. Drawing on a diverse literature base, this research paper aims to delineate the concept of CPV by discussing and analyzing the existing knowledge of the definitions, dimensions and contribution so as to develop a chronological development profile of the same.

Consumer Perceived Value: Construct Apprehension and Its Evolution

The dimensions of perceived service quality are an important issue since it permits researchers to explore the relationships between each dimension and construct. This study developed perceived MBA program-service quality measurement scale (MBA-SQ) in MBA program. The targeted population of this study was MBA students from graduate school in Northern region Malaysia. A total of 222 questionnaires were collected out of the 331 questionnaires distributed. After conducted several testing the measurement instrument included a) unidimensionality of the constructs, b) construct validity, c) convergent validity, d) discriminant validity, and e) nomological validity. The results found that the MBA-SQ has success met research objective The MBA-SQ measurement can be used as a strategic tool for the marketing of the school’s programs. Perhaps then the graduate school of management would have the opportunity to fulfill needs and desires of students, giving the school a competitive advantage in the market.

Development of MBA Program-Service Quality Measurement Scale

Internet has created a new level of competition among distance learning institutions, and the entry of fast growing dot.com companies complicates the competitive landscape. Internet has also empowered students who now expect a service-driven value chain encompassing personalized attention, real-time responsiveness and consistent guidance at every touch point during their stay at the institution. This gradual transformation of the distance education landscape has brought the issue of quality of educational services to prominence. Institutions are interested in determining how services can be leveraged to increase competitive advantage as part of distance learning marketing strategy. * Article originally published in: “Online Journal of Distance Learning Administration”, V. 9 (2006), n. 2, Summer 2006, University of West Georgia, Distance Education Center. http://www.westga. edu/%7Edistance/ojdla/ summer92/shaik92.htm Reprinted with permission. ABSTRACT. Education is a service with a multiplicity of student interactions over time and across multiple touch points. Quality teaching needs to be supplemented by consistent quality supporting services for programs to succeed under the competitive distance learning landscape. ServQual and e-SQ scales have been proposed for measuring quality of traditional and e-commerce services. Currently there are no instruments available to measure the quality of distance learning services. With the growing demand for online education there is a need for an instrument to measure the quality of online distance learning services. This study addresses the gap by identifying the dimensions and the service quality scale (DL-sQUAL) of online distance learning programs.

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DL-sQUAL: A Multiple-Item Scale for Measuring Service Quality of Online Distance Learning Programs.

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DL-sQUAL: A Multiple-Item Scale for Measuring Service Quality of Online Distance Learning Programs.