Measuring service quality at an online university: using PLS-SEM with archival data

Abstract The aim of this study is to analyze, evaluate and validate the NSE (National Student Enquiry) as a service quality measure helping both higher education institutions (HEIs) students in their decision making. Every year Dutch foundation ‘Studiekeuze123’ sends out survey (the NSE) collect data on regarding at HEIs Netherlands. We used 2019 NSE-data from only e-learning university Netherlands, Open Universiteit (OUNL), containing sample 1287 students. PLS-SEM was analyze conceptual model order understand factors that promote students’ level satisfaction willingness recommend HEI. Overall, findings reveal sufficient be for performance analysis. Nine twelve components taken into account OUNL are found statistically significant affecting recommend. results help promoting managing perceptions support making process. Since many had make transition onsite online within short period time, due Covid-19 pandemic, became major concern HEIs. As learning systems expected stay, analyzing reputed HEI can other getting track.