Impact of e-servicescapes on student engagement: mediating impact of experience quality

Abstract

Purpose The purpose of this paper is to investigate the impact of design of e-servicescapes on student engagement in distance education (DE), and examine whether this impact is mediated by student experience quality. Design/methodology/approach Quantitative research approach based on cross-sectional survey design was adapted where data were collected using a structured questionnaire. Sample consisted of 252 undergraduates registered in the DE platform in Sri Lanka and was drawn using a simple random sampling technique. Collected data were analysed using the structural equation modelling. Findings Data analysis revealed that there is a direct significant impact of e-servicescapes on student engagement while this impact is partially mediated by student experience quality in the Sri Lankan context. Meantime, the social presence feature of e-servicescapes has the highest impact on student engagement. Practical implications Findings of the study provide an empirically validated model to boost up the student engagement and significantly contribute to the designing of the e-servicescapes of the DE institutes in order to offer a superior service to a wide array of stakeholders. Originality/value Even though e-servicescapes have been recognised as a driver of customer behaviour, the concept is fairly unexplored in the educational context. Due to its practical applicability in the DE context, this study contributes to the existing knowledge by presenting a novel conceptual model developed based on multiple theories to identify its impact on student behaviour.

Customer Engagement in Higher Education: How Important the Role of Social Media Marketing, E-Service Quality and E-Satisfaction for Generation Z Students?

“…Universities should be at the forefront of online activities (Kim-Soon, Rahman, & Ahmed, 2014). The research also supports previous research which proves that e-service has a significant effect on satisfaction (Chang et al, 2009;Nasution, 2019;Ting et al, 2016;VO et al, 2020) and engagement (Dassanayake & Senevirathne, 2018;VO et al, 2020).…”

“…Electronic service quality includes all services along with information, agreements, fulfillment, and postsales services (Xu, Zeng, & He, 2017). Researchers have shown that e-service influences customer engagement (Dassanayake & Senevirathne, 2018;VO, Chovancová, & Tri, 2020). In addition, Chang, Wang, and Yang (2009), Nasution (2019), Ting, Ariff, Zakuan, Sulaiman, andSaman (2016), andVO et al (2020) indicate that e-service has an effect on satisfaction.…”

Re-Investigating the Roles of Green Service-scape to Improve Tourism Performance Marketing Service Dominant Logic Perspective: A Literature Review

“…The process of retrieval through the distribution of questionnaires, using a measurement scale of 1 to 7 (e.g. , (Dassanayake & Senevirathne, 2018), . The rest use qualitative methods (18%) (e.g.…”

“…Layout relates to the positioning of furniture and various equipment in the area used by the customer, taking into account how the area is in, the concept of decoration, how the color and wall arrangement and the quality of the material; spatial layout and functionality (Nathaniel D. . Service-scape as a physical display is indeed very important in environmental governance and elements related to infrastructure, objects; but besides that there are other things that are no less important, namely atmosphere, hospitality, communication, culture, value, provisions, natural law (Park et al, 2019),atmosphere such as customer satisfaction, experience, consumption; Social factors, such as the behavior of others in the environmental service-scape can also influence customer satisfaction, attitudes and other behaviors (Dassanayake & Senevirathne, 2018), (Lyu et al, 2017). The full list of research themes, contexts, methodologies, theories used and research locations is described as shown in Appendix 1.…”

Fasilitas Aplikasi Pendidikan dan Suasana Akademik Dapat Menciptakan Kepuasan dan Dampaknya Terhadap Word of Mouth Mahasiswa

“…Kepuasan harus diciptakan untuk menciptakan word of mouth mahasiswa, kepuasan terkait dengan kepuasan atas kelancaran bimbingan tesis oleh dosen, kepuasan dengan dosen tentang materi yang diajar, tersedianya fasilitas aplikasi untuk mendapatkan informasi, dan kepuasan kelulusan sesuai dengan yang ditargetkan dalam kurikulum. Hasil penelitian ini menunjukan peripheral services memegaruhi experience quality, sehingga berdampak terhadap student involvement student, (Dassanayake & Senevirathne, 2018) Penelitian ini menunjukkan pengalaman-pengalaman mahasiswa dapat meningkatkan keterlibatan mahasiswa dalam kegiatan-kegiatan pembelajaran. (Eldegwy et al, 2018) perlu menciptakan kepuasan mahasiswa di universitas.…”