The impact of e-service quality on word of mouth: A higher education context

Zeqiri, Jusuf; Dania, Todor Raluca; Adriana, Lupșa-Tătaru Dana; Gagica, Kumrije; Gleason, Kimberly

doi:10.1016/j.ijme.2023.100850

Cited by 3 publications

(1 citation statement)

References 70 publications

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“…The results of their research reveal that libraries demonstrated a high level of readiness only in terms of having sufficient funds for acquiring technological infrastructure, while lack of adequate policy and procedure for digital preservation, training opportunities and skilled human resources are pointed out as insufficient (ibid). Zeqiri et al (2023) admit that students' satisfaction nowadays is a complex magnitude, but on the other side, the quality e-services provided by university, including trough web-site and intranet pages of the universities are one of the factors that are directly connected and impact the students' satisfaction. Weinhardt and Sitzmann (2019), Janelli and Lipnevich (2021) and others.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Indicators for determining the effective level of digitalization in Higher Education

Stoyanova,

Anguelov

2024

JESI

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With the rapid advent of the new information and communication technologies, including fast development of the Artificial Intelligence, the digitalization process could be considered as a basic key element of the transition process, securing the sustainability of an organization. This is also relevant for the Higher Education Institutions that have very significant and at the same time responsible role to prepare well the next generation for the challenges of the labor market. Therefore, the effectiveness of the digitalization at the universities is critical for two major aspects: to secure proper education based on the cutting-edge technologies and to provide good quality of all accompanying administrative services. This article presents the potential indicators determining the effective level of digitalization in higher education institutions. These indicators are developed based on the empirical study among 360 universities students in Master and Bachelor degrees in leading Bulgarian universities. Our findings indicate that students generally positively evaluate the efforts of universities to digitize the educational process. At the same time, some aspects of the educational process -such as the assessment in a digital environment, or the provision of administrative services -such as the application for dorm accommodation, which should be improved, are outlined. However, the need to make constant efforts to protect personal data and provide quality educational digital content is considered. We propose 9 complex indicators for assessment the effectiveness of digitalization in university.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Indicators for determining the effective level of digitalization in Higher Education

Stoyanova,

Anguelov

2024

JESI

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From e-service quality to behavioral intention to use e-fitness services post COVID-19 lockdown: When a crisis changes the social mindset

Bohórquez,

Lara-Bocanegra,

Teva

et al. 2024

Heliyon

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Exploring higher education students’ continuance usage intention of ChatGPT: amalgamation of the information system success model and the stimulus-organism-response paradigm

Duong,

Nguyen,

Ngo

et al. 2024

IJILT

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PurposeThe advent of artificial intelligence technologies, exemplified by platforms such as ChatGPT, has created a profound global impact, with a particular resonance in education. This research aims to integrate the information systems success (ISS) model with the stimulus-organism-response (SOR) paradigm to explore how information quality and service quality individually, jointly, congruently, and incongruently affect higher education students’ trust in ChatGPT, satisfaction, and continuance usage intention.Design/methodology/approachWe employed a sophisticated methodology - polynomial regression with response surface analysis - and conducted our study with a sample of 468 higher education students selected in Vietnam using a three-phase stratified random sampling approach to evaluate the hypotheses developed.FindingsThe findings indicate that both information and service quality influence higher education students’ trust directly and positively in ChatGPT, satisfaction, and continuance usage intention. Moreover, a balance between information quality and service quality can increase students’ level of trust in ChatGPT, satisfaction, and intention to continue using it. Nevertheless, a significant incongruity between information quality and service quality will likely reduce trust in ChatGPT, satisfaction, and the intention to continue using the service.Originality/valueThis research is one of the first to offer a shred of empirical evidence about how information quality and service quality interact congruently and incongruently with each other to trigger higher education students’ trust in ChatGPT, satisfaction, and continuance usage intention of ChatGPT. It thus offers valuable insights for leveraging the benefits and mitigating potential challenges associated with adopting this innovative technology in educational settings.

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The impact of e-service quality on word of mouth: A higher education context

Cited by 3 publications

References 70 publications

Indicators for determining the effective level of digitalization in Higher Education

Indicators for determining the effective level of digitalization in Higher Education

From e-service quality to behavioral intention to use e-fitness services post COVID-19 lockdown: When a crisis changes the social mindset

Exploring higher education students’ continuance usage intention of ChatGPT: amalgamation of the information system success model and the stimulus-organism-response paradigm

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