Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

Leonnard,

doi:10.7160/eriesj.2019.120401

Cited by 11 publications

(10 citation statements)

References 49 publications

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“…Since then, courses now known as online learning, e-learning, or blended learning, have been gaining momentum. According to Leonnard (2019), university students' loyalty to their institution is significantly influenced by their satisfaction with the quality and efficiency of their online sites and platforms. Work of organizations such as Coursera (founded in 2012), which brings courses from top universities online for free and aims to reach millions of prospective students worldwide (Koller, 2012), only justifies the publication by The Ministry of Education, Youth and Sports (MEYS, MŠMT), which claims that most universities already work with an array of online tools, which makes them highly experienced in providing online education.…”

Section: Introductionmentioning

confidence: 99%

From F2F to ERT: University Students’ Perception of Remote Learning During the First COVID-19 Lockdown

Dvořáková¹,

Emmer²,

Janktová³

et al. 2021

ERIES Journal

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In the spring of 2020, the University of South Bohemia was one of the innumerable higher education institutions which was obliged to move its instruction online in order to comply with the COVID-19 regulations. This article explores the evaluation of emergency remote teaching (ERT) measures taken by the English department from the perspective of its students. It presents and discusses findings gathered from a questionnaire completed by 99 respondents. The questionnaire centres around four areas of interest: satisfaction with ERT, comparison of face-to-face (F2F) vs. online learning experiences, perceived stress level during ERT, and acquisition of skills. The results show how students responded to the emergency procedures and which factors they considered essential in terms of satisfaction and stress. Furthermore, they reveal thought-provoking insights on aspects such as integrating elements of online teaching into F2F instruction, developing various skills in lockdown, and motivation for learning. Our findings are analysed in terms of aspects and factors which are viewed as efficient or inefficient by students in a time of crisis. Thus, this research may contribute not only to better preparedness should circumstances requiring ERT return, but also to a more complex re-evaluation of instructional approach at university level.

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Section: Introductionmentioning

confidence: 99%

From F2F to ERT: University Students’ Perception of Remote Learning During the First COVID-19 Lockdown

Dvořáková¹,

Emmer²,

Janktová³

et al. 2021

ERIES Journal

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show abstract

“…Erçetin and Arıkan (2020) found that all of the e-service quality dimensions had a positive effect on e-satisfaction. Leonnard (2019) found that efficiency and fulfilment significantly affect e-satisfaction. It also concluded that fulfilment and privacy significantly affect e-trust.…”

Section: Proposed Model and Research Hypothesesmentioning

confidence: 97%

The effect of e-service quality and after-sales e-service quality on e-satisfaction

Çelik

2021

bmij

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This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. According to the analysis findings, system availability, fulfilment, responsiveness, and compensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, and contact have no significant and positive effect on e-satisfaction. The findings were interpreted, and suggestions were provided.

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“…Trust has a positive influence on customer intention and in maintaining the customer relationship (Widyawati & Margaretha, 2018). Also, there is a relationship between e-service quality, trust and satisfaction in the education industry (Leonnard, 2019).…”

Section: Trustmentioning

confidence: 99%

An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar

Eaint¹

2022

SUT J SOC SCI

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The purpose of this study is to understand the relationship between e-service quality and customer satisfaction, the trust and revisit intentions toward potential businesses, for Online Food Delivery services in Yangon, Myanmar. This study assesses e-service quality to examine its influence on customer satisfaction and trust. Also, the study explores the relationship between customer satisfaction, and trust and revisit intentions towards Online Food Delivery services. Regression analysis was used to find the relationship between the variables. The findings reveal that Fulfillment (FUL) has the strongest influence on customer satisfaction and that Contact (CON) is the strongest predictor of customer trust. Likewise, customer’s satisfaction and trust have a positive relationship with customer intention to visit Online Food Delivery services again. Therefore, online food delivery service providers should focus on fulfilling customer satisfaction by providing a user-friendly app. Also, they should improve customer service and ensure customers’ needs are fulfilled in order to increase customer satisfaction. Finally, they should focus on trust which leads to customers revisiting the service.

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Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

Cited by 11 publications

References 49 publications

From F2F to ERT: University Students’ Perception of Remote Learning During the First COVID-19 Lockdown

From F2F to ERT: University Students’ Perception of Remote Learning During the First COVID-19 Lockdown

The effect of e-service quality and after-sales e-service quality on e-satisfaction

An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar

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