Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective

Analysis of the Effect of Information Quality, System Quality, and Support Service Quality on User Satisfaction Levels and Its Implications for Blended E-Learning Continuance Intention to Use in the New Normal Era

“…The findings of this study, which confirm the findings of earlier research, indicate that the level of satisfaction experienced by users of e-learning platforms is positively influenced by the quality of support services received by those platforms (Al-Fraihat et al, 2020;AlMulhem, 2020;Dangaiso et al, 2022;Salam & Farooq, 2020). Therefore, it is very important to have technical personnel available when needed, to have control over the technology, to support students by providing guidance and training on how to use the system, and to be able to provide solutions to technical problems that students face with the e-learning system, and who, as a result, can meet the needs of the students, generate positive feelings in the students, and affect the students' overall satisfaction with the system (Al-Fraihat et al, 2020).…”

“…Furthermore, the results of this study confirm the findings of previous studies that state that system quality has a positive effect on the level of satisfaction of e-learning users in various countries, such as Zimbabwe (Dangaiso et al, 2022), Yemen (Ghazal et al, 2018), andBrazil (Cidral et al, 2018). In the blended learning process, students will access the e-learning system when they want to get and re-read learning content that has been uploaded digitally by the lecturer.…”

“…A student's level of satisfaction with education management information systems (EMIS) can be increased if the student has access to online help and high-quality service in the event that the student experiences any issues while using the EMIS. Studies carried out by Al-Fraihat et al (2020), AlMulhem (2020), dan Dangaiso et al (2022). As a result, the hypothesis for this study is as follows, H3: Support service quality positively affect user satisfaction…”

“…The findings from earlier studies have demonstrated that an e-learning system with a high system quality can significantly increase the level of satisfaction experienced by users while they are utilizing the system (Al-Fraihat et al, 2020;Cidral et al, 2018;Dangaiso et al, 2022;Hermita et al, 2019;Salam & Farooq, 2020;Suzianti & Paramadini, 2021). When the quality of the e-learning system is up to the users' standards, users are accepted into the system (Ghazal et al, 2018).…”

“…Research has not yet shed light on the extent to which e-learning is related to the levels of satisfaction and loyalty experienced by students. This circumstance is supported by the dearth of research work that is being conducted in developing nations (Dangaiso et al, 2022), such as Indonesia.…”