Factors determining e-learning service quality in jordanian higher education environment

Abstract

Rapid development of technologies and computers has changed methods of education and training and caused the blossom of e-leaming programs. The use of technology-based training and electronic training (e-learning) is one of major trends in the field of human resource development. Neveheless, there is a lack of research that addresses the issue of electronic learning service quality in higher education environment. This study aims to identify the factors that lead to service quality of e-leaming in Jordanian higher education environment by using modified theoretical model based on SERVQUAL model. Data from a swey of 189 students were used to test the research model. Exploratoly Factor Analysis (EFA) was conducted to examine the reliability and validity of the measurement model and multiple regression analysis was used to test the research model. The findings revealed that the factors that lead to service quality of e-leaming in Jordanian higher education environment were interface design, reliability, respomiveness, trust and personalization. © 2012 Asian Network for Scientific Information.