Factors Determining E-Learning Service Quality

Use of e-learning programs has been expanding, owing in part to the high demand for education, particularly in developing countries. The success, however, of these programs shows varied results. Very little research addresses the issue of e-learning service quality in higher education environment. Therefore, it has become vital to assess the quality of e-learning offerings, as it is critical to the program success and survival. In this study, we propose a modified the SERVQUAL instrument for use in assessing e-learning quality. This instrument consists of six dimensions: Assurance, Reliability, Empathy, Responsiveness, Tangibility and Learning content. Exploratory Factor Analysis (EFA) was conducted to investigate the reliability and validity of the measurement model, and multiple regression analysis was used to test the research model. The finding after data analysis of 421 students reveal that “Learning content” plays a significant role in the perception of elearning quality, which in turn effects learners’ satisfaction and further intention to use e-learning (Godwin et al 2011).