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The effect of service delivery quality on customer value of e-learning systems

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3 Author(s)
Ahmed Younis Alsabawy ; School of Information Systems, University of Southern Queensland, Toowoomba Austraila ; Aileen Cater-Steel ; Jeffrey Soar

E-learning systems are an essential electronic application in universities and many other training organizations. The users of e-learning expect to receive educational services with high quality and value. The role of service delivery quality in enhancing customer value is investigated in this study. Structural equation modeling was used to analyze the responses from a survey of 720 university students. The results confirmed that service delivery quality enhances customer value and in particular customer value is affected by efficiency, fulfillment, responsiveness and contact.

Published in:

Information Systems and Technologies (CISTI), 2012 7th Iberian Conference on

Date of Conference:

20-23 June 2012