{"title":"电子服务质量对学生满意度和保留率影响的探索性案例研究","authors":"A. Kundu","doi":"10.4018/ijvple.313588","DOIUrl":null,"url":null,"abstract":"The aim of this study was to explore the effects of e-service quality on student satisfaction and retention. It reports an exploratory case study conducted on 50 purposively selected undergraduate students from a government-run higher education institution in India. The data were collected for content analysis through interviews and focus group discussions based on students' subjective experiences. Findings revealed that e-service quality substantially impacts students' satisfaction levels which eventually accosts their retention in the e-learning environment. A majority of interviewees stated all four dimensions of e-service quality—efficiency, fulfilment, privacy, and system availability—are instrumental to influence their satisfaction level. Satisfied students are more likely to be retained. The implication is that students might be provided with a more satisfied and engaging e-learning experience and service providers or institutions who seek customer satisfaction might take note of these dimensions to boost e-learning.","PeriodicalId":53545,"journal":{"name":"International Journal of Virtual and Personal Learning Environments","volume":"73 1","pages":"1-18"},"PeriodicalIF":0.0000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"An Exploratory Case Study on the Effects of E-Service Quality on Student Satisfaction and Retention\",\"authors\":\"A. Kundu\",\"doi\":\"10.4018/ijvple.313588\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The aim of this study was to explore the effects of e-service quality on student satisfaction and retention. It reports an exploratory case study conducted on 50 purposively selected undergraduate students from a government-run higher education institution in India. The data were collected for content analysis through interviews and focus group discussions based on students' subjective experiences. Findings revealed that e-service quality substantially impacts students' satisfaction levels which eventually accosts their retention in the e-learning environment. A majority of interviewees stated all four dimensions of e-service quality—efficiency, fulfilment, privacy, and system availability—are instrumental to influence their satisfaction level. Satisfied students are more likely to be retained. The implication is that students might be provided with a more satisfied and engaging e-learning experience and service providers or institutions who seek customer satisfaction might take note of these dimensions to boost e-learning.\",\"PeriodicalId\":53545,\"journal\":{\"name\":\"International Journal of Virtual and Personal Learning Environments\",\"volume\":\"73 1\",\"pages\":\"1-18\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Virtual and Personal Learning Environments\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.4018/ijvple.313588\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Social Sciences\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Virtual and Personal Learning Environments","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/ijvple.313588","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Social Sciences","Score":null,"Total":0}
An Exploratory Case Study on the Effects of E-Service Quality on Student Satisfaction and Retention
The aim of this study was to explore the effects of e-service quality on student satisfaction and retention. It reports an exploratory case study conducted on 50 purposively selected undergraduate students from a government-run higher education institution in India. The data were collected for content analysis through interviews and focus group discussions based on students' subjective experiences. Findings revealed that e-service quality substantially impacts students' satisfaction levels which eventually accosts their retention in the e-learning environment. A majority of interviewees stated all four dimensions of e-service quality—efficiency, fulfilment, privacy, and system availability—are instrumental to influence their satisfaction level. Satisfied students are more likely to be retained. The implication is that students might be provided with a more satisfied and engaging e-learning experience and service providers or institutions who seek customer satisfaction might take note of these dimensions to boost e-learning.