Understanding e-learning service quality of a commercial bank by using Kano's model

2011 ◽  
Vol 22 (1) ◽  
pp. 99-116 ◽  
Author(s):  
Ling-Hsiu Chen ◽  
Ying-Feng Kuo
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Kano’S Model ◽  
E Learning

scholarly journals Optimalisasi Penggunaan E-learning dengan Model Delone dan McClean

2020 ◽  
Vol 4 (2) ◽  
pp. 141
Author(s):  
Elsi Puspita Sari ◽  
Sukardi Sukardi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quantitative Method ◽  
Educational Institutions ◽  
Good Service ◽  
Quality Of Information ◽  
E Learning ◽  
Good Measurement ◽  
The University

The University of Padang (UNP) is one of the educational institutions in implementing e-learning. This research used quantitative method. The researcher evaluated e-learning by using the information success system DeLone & McClean model. This research was expected to be able to find out the overview of UNP e-learning. Based on data analysis, it showed that respondents’ level of achievement (TCR) reached 88.07% was categorized into good. The quality of information showed that the TCR reached 87.36% was categorized into good. Service quality of TCR reached 87.76% was categorized into good. The use that TCR reached 88.24% was categorized into good. Respondents’ satisfaction showed that TCR reached 88.73% was categorized into good. The benefit of TCR reached 84.10% was categorized into good. So, e-learning of Padang University had "Good" measurement on all variables, of course it would affect the use of e-learning itself, especially managed by educators and students' use.

scholarly journals Does e-HRM improve labour productivity? A study of commercial bank workplaces in Pakistan

2018 ◽  
Vol 40 (2) ◽  
pp. 281-297 ◽  
Author(s):  
Naveed Iqbal ◽  
Mansoor Ahmad ◽  
Matthew M.C. Allen ◽  
Muhammad Mustafa Raziq
Keyword(s):  
Service Quality ◽  
Commercial Bank ◽  
Structural Equation ◽  
Large Scale ◽  
Labour Productivity ◽  
Content Type ◽  
Mediating Role ◽  
Hrm Practices

Purpose Drawing on data from a unique, large-scale survey, the purpose of this paper is to examine the links between e-HRM and perceived labour productivity both directly and through the mediating role of HR service quality amongst commercial-bank workplaces in Pakistan, many of which have introduced e-HRM. Design/methodology/approach The authors use partial least squares structural equation modelling to examine the direct links between e-HRM and productivity as well as the mediated links between e-HRM, perceived HR service quality and productivity. Findings The authors show that e-HRM practices have a statistically significant, positive effect on managers’ perceptions of labour productivity. The authors also reveal that e-HRM practices influence the quality of HR service, and that the quality of HR services fully mediates the relationship between e-HRM practices and managers’ perceptions of labour productivity. Practical implications The results highlight the importance of designing and implementing e-HRM systems so that they support organisation workflow and enable workers to carry out a range of HR and non-HR activities more efficiently. In particular, this study suggests that managers should focus on how e-HRM impacts on HR service quality in a holistic way, as this is the “route” via which e-HRM can improve labour productivity. Originality/value Existing research has demonstrated a link between e-HRM and the quality of HR services; however, these studies downplay the potential impact of e-HRM on labour productivity, a key organisational outcome and one that e-HRM aims to improve. This study contributes to the HRM literature by identifying how e-HRM can improve labour productivity by enhancing the perceived HR service quality. This study, therefore, provides the basis for future theory developments in this area.

Using kano's model to explore the wait service quality of THSR

2011 ◽  
Vol 32 (5) ◽  
pp. 1155-1174
Author(s):  
Yale Wang ◽  
Yung-Fu Huang ◽  
Maw-Liann Shyu ◽  
Hui-Chun Lee
Keyword(s):  
Service Quality ◽  
Kano’S Model

scholarly journals Penilaian E-Servqual Terhadap Fasilitas E-Learning dengan Menggunakan Analisa Faktor

2021 ◽  
Vol 10 (1) ◽  
pp. 134-140
Author(s):  
Kristophorus Hadiono ◽  
Novita Mariana ◽  
Rina Candra Noor Santi
Keyword(s):  
Service Quality ◽  
Learning Activities ◽  
Influential Factor ◽  
Electronic Learning ◽  
Face To Face ◽  
Advantages And Disadvantages ◽  
Five Factors ◽  
E Learning ◽  
Collection Period

The Covid-19 pandemic that has occurred to date has made learning activities that are usually carried out face-to-face, switch to networks by utilizing e-learning media. The transfer of learning activities to e-learning media has advantages and disadvantages so that it needs to be evaluated. This evaluation is carried out to see to what extent the service quality of e-learning media is used in learning activities. One way to assess service quality is using the e-service quality method. The purpose of this study was to determine the quality of e-learning services. The service quality assessment factors used in this study are tangibility, reliability, responsiveness, assurance, and empathy. The research method used in this research is quantitative method and the data collection period starts from August 2020 to February 2021. 174 students was participated in this study, with the largest proportion being semester 7 students. The instrument used has good validity with a KMO value of more than 0, 5 and is reliable with a Cronbach's alpha value of more than 0.6. The final results of the study can be concluded that five factors measuring the quality of electronic services can be used to measure the quality of electronic learning services and the most influential factor is the assurance factor.

Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

2021 ◽  
pp. 806-830
Author(s):  
Long Pham ◽  
Stan Williamson ◽  
Ronald Berry
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Support Service ◽  
The Internet ◽  
Course Materials ◽  
E Learning ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the college setting. Results identified five main factors that measure e-learning service quality: e-learning administrative and support service quality; e-learning instructor quality; e-learning accuracy; e-learning course materials quality; and e-learning security and privacy. The quality of e-learning administrative and support service, instructor performance, and course materials were positively related to overall e-learning service quality, with e-learning instructor quality the most influential. There was a positive association between overall e-learning service quality and e-learning loyalty, and between e-learning satisfaction and e-learning loyalty. Results are consistent with most studies of traditional and online services and other e-learning studies that customer loyalty is strongly influenced by customer satisfaction and quality of service and that customer satisfaction is strongly influenced by quality of service.

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