Students satisfactions with e-learning mediating the e-service quality-behavioral intention link : the case of public universities in Egypt

Abstract EN

Purpose - The purpose of this paper is to study the impact of e-service quality dimensions on students' behavior intention to use the e-learning services provided by the public universities in Egypt.

Also, this paper is designed to evaluate the influence of the e-service quality dimensions on the students' satisfaction with e-learning services provided by the public universities.

In addition, the current research aims to test the mediating role of students' satisfaction with e-learning between e-service quality dimensions and students behavior intention to use e-learning provided by public universities.

Design/methodology/approach – This study is based on a questionnaire survey conducted in Egypt.

Based on an extensive review of literature, the paper uses empirical research to analyze e-service quality of e-learning services provided by public universities in Egypt using the model applied by Headar et al.

, 2013 on the private universities.

The model used in the study performed by Headar et al.

, 2013was a modified one of the SERVQUAL model in addition to the use of interactivity and student factors as additional factors which are considered as antecedents of students satisfaction with e-learning.

Findings – Results based on Structural Equation Modeling (SEM) identify some factors that influence students' behavioral intension to use e-learning services.

These factors are Privacy, Responsiveness, Efficiency, System Availability, Contact, and Fulfillment.

Other factors have an insignificant impact on students' behavioral intension to use e-learning services.

Also, it was found that there is a full significant mediation role of satisfaction with e-learning in the e-service-behavioral intension link.

Practical implications – The findings are important to enable managers to have a better understanding of students' perception of service quality of e-learning services and consequently of how to improve their satisfaction with respect to aspects of e-service quality and in turn improve their behavioral intension to use e-learning.

Research limitations– The primary limitation of this study is the scope of its sample.

Also, the study is a simulation study to that done by Headar et al.

, 2013 which uses specific service quality factors, while there may be other factors influencing students' behavioral intension to use e-learning.