The Mediating Roles of E-Learning Student Satisfaction with Perceived Value in the Relationships between E-Learning Service Quality Attributes and E-Learning Student Loyalty
Keywords:
E-learning, Service Quality, Satisfaction, LoyaltyAbstract
This study investigates the relationships between e-learning service quality attributes, e-learning student satisfaction with perceived value, and e-learning student loyalty. Furthermore, the mediating role of e-learning student satisfaction with perceived value in these relationships is also examined. Survey data were collected from 318 e-learning students in Vietnam – a representative of newly emerging countries. The results reveal that e-learning system quality, e-learning instructor and course materials quality, and e-learning administrative and support service quality are positively related to e-learning student satisfaction with perceived value. E-learning system quality and e-learning administrative and support service quality are positively related to e-learning student loyalty. E-learning student satisfaction with perceived value is positively related to e-learning student loyalty. The results indicate that e-learning student satisfaction with perceived value has mediating impacts on the relationships between e-learning system quality and e-learning administrative and support service quality and e-learning student loyalty. The findings provide insights for universities to improve their e-learning student satisfaction and loyalty.
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