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

Long Pham, Yam Limbu, Trung K. Bui, Hien T. Nguyen, Huong T. Pham

Research output: Contribution to journalArticleResearchpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Article number7
JournalInternational Journal of Educational Technology in Higher Education
Volume16
Issue number1
DOIs
StatePublished - 1 Dec 2019

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loyalty
Vietnam
electronic learning
Students
evidence
student
Factor analysis
Learning systems
factor analysis
instructor
SPSS

Keywords

  • E-learning service quality
  • E-learning student loyalty
  • E-learning student satisfaction
  • Vietnam

Cite this

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abstract = "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. / Pham, Long; Limbu, Yam; Bui, Trung K.; Nguyen, Hien T.; Pham, Huong T.

In: International Journal of Educational Technology in Higher Education, Vol. 16, No. 1, 7, 01.12.2019.

Research output: Contribution to journalArticleResearchpeer-review

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