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http://dx.doi.org/10.7469/JKSQM.2017.45.4.917

The empirical study on e-learning quality and its relevant constructs  

Lee, Misook (BK Plus 21, Graduate School of Business Administration, Kyungpook National University)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.4, 2017 , pp. 917-932 More about this Journal
Abstract
Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.
Keywords
E-Learning; Perceived Quality; Satisfaction; Enjoyment; Switching Cost; Loyalty;
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Times Cited By KSCI : 5  (Citation Analysis)
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