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

Author

Alsabawy, Ahmed Younis ; Cater-Steel, Aileen ; Soar, Jeffrey

Author_Institution

Sch. of Inf. Syst., Univ. of Southern Queensland, Toowoomba, QLD, Australia

fYear

2012

fDate

20-23 June 2012

Firstpage

1

Lastpage

6

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.

Keywords

computer aided instruction; educational institutions; statistical analysis; customer value; e-learning systems; electronic application; service delivery quality; structural equation modeling; training organizations; university students; Availability; Educational institutions; Electronic learning; Information systems; Instruments; Privacy; customer value; e-learning systems; service delivery quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Systems and Technologies (CISTI), 2012 7th Iberian Conference on

Conference_Location

Madrid

ISSN

2166-0727

Print_ISBN

978-1-4673-2843-2

Type

conf

Filename

6263124