Exploring the Linkage Amid Dimensions of Virtual Learning Service Quality, Virtual learning Learner Satisfaction, and Loyalty: Evidence From India

Exploring the Linkage Amid Dimensions of Virtual Learning Service Quality, Virtual learning Learner Satisfaction, and Loyalty: Evidence From India

Deepanshi Aggarwal, Aastha Jain, Preeti Jain
Copyright: © 2023 |Pages: 16
DOI: 10.4018/978-1-6684-7639-0.ch014
OnDemand:
(Individual Chapters)
Available
$37.50
Current Special Offers
No Current Special Offers
TOTAL SAVINGS: $37.50

Abstract

The core intention of this study is to examine the impact of virtual learning service quality attributes on the virtual learning learner's satisfaction and loyalty in India. The current study was conducted in universities of India's best cities for higher education according to the IIRF ranking 2022. Data were specifically collected from the universities who have implemented virtual courses. Three constructs with 35 statements are identified using the exploratory factor analysis. Virtual learning system quality, virtual learning instructor and content quality, and virtual learning management service quality were the three extracted factors. The findings of study revealed that the most significant factor is virtual learning system quality, followed by virtual learning instructor and content quality and virtual learning management quality among the numerous attributes of virtual learning service quality.
Chapter Preview
Top

Review Of Literature

Dado et al (2011) employed the SERQUAL model to analyse the service quality of education in the context of Serbia. The outcomes revealed that there is a substantial gap amid what student actually expects and get. In a similar way, Legcevik et al (2012) employed the SERQUAL model to study the service quality of higher education in the perspective of Croatia, findings of this study is in line with the previous study as students expects much higher than what they receive.

Further, a numeral of studies end eavored to design measurement scales of virtual service quality. For instance, Loiacono et al (2000) developed WebQual, which measures the web-based service quality of consisting 12 items, Yoo and Donthu (2001) developed SITEQUAL to assess the e-service quality of website with 4 items. Zeithamletal (2002) developed SERQUAL model to measure the service quality of education services. Wolfinbarger and Gilly (2003) developed a scale named e-TailQ for measuring the online service quality.

Complete Chapter List

Search this Book:
Reset