Title :
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
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;
Conference_Titel :
Information Systems and Technologies (CISTI), 2012 7th Iberian Conference on
Conference_Location :
Madrid
Print_ISBN :
978-1-4673-2843-2
