Relationship between Perceived Service Quality and Technology Acceptance, and its Effect on Student Satisfaction in Online Education

Korea Research Academy of Distribution and Management Review, Vol. 13, No. 3, pp. 29-45

Posted: 27 Dec 2017

See all articles by Jung Wan Lee

Jung Wan Lee

Boston University - Department of Administrative Sciences

Young-Ei Kim

Seoul Digital University - Department of Business Administration

Date Written: September 30, 2010

Abstract

This paper proposes an online education satisfaction model, which links online education, student satisfaction and technology acceptance literature. This study examines the relationship between perception of service quality and technology acceptance of online education, and its effect on student satisfaction. Data has been collected from eight hundred forty-two undergraduate students in online universities. The data is analyzed by using factor analysis and structural equation modeling techniques. The results show that 1) perception of service quality positively influences technology acceptance, 2) both perceived ease of use and usefulness positively influence student satisfaction, and 3) perception of service quality serves as a robust predictor for student satisfaction in online classes.

Keywords: online education, student satisfaction, technology acceptance, service quality, online interaction, feedback, student services

Suggested Citation

Lee, Jung Wan and Kim, Young-Ei, Relationship between Perceived Service Quality and Technology Acceptance, and its Effect on Student Satisfaction in Online Education (September 30, 2010). Korea Research Academy of Distribution and Management Review, Vol. 13, No. 3, pp. 29-45. Available at SSRN: https://ssrn.com/abstract=3089145

Jung Wan Lee (Contact Author)

Boston University - Department of Administrative Sciences ( email )

808 Commonwealth Avenue
Boston, MA 02215
United States
617 358 5627 (Phone)
617 353 6840 (Fax)

HOME PAGE: http://www.bu.edu/met

Young-Ei Kim

Seoul Digital University - Department of Business Administration ( email )

Seoul, 04157
Korea, Republic of (South Korea)

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