Building Collegiate E-Loyalty: The Role Of Perceived Value In The Quality-Loyalty Linkage In Online Higher Education

Brandon Kilburn · Ashley Kilburn

29 citations0/0 files storedContemporary Issues in Education Research (CIER)

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Online and Blended Learning Technology Adoption and User Behaviour

Abstract

E-service quality of online higher education reflects the student’s perception of quality of online exchanges across four dimensions: fulfillment, efficiency, system availability and privacy. This study links e-service quality to intentions to remain loyal as mediated by perceived value in an online higher education environment. AMOS is used to examine the structural model based on responses to a student self-report online survey (n=127). Results indicate a strong causal linkage between e-S-QUAL and Loyalty Intentions as mediated by Perceived Value. Further, the direct linkage between e-S-QUAL and Loyalty Intentions was found to be insignificant, substantiating the proposed full mediation model.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 29 citations exist upstream.

References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1992Measuring Service Quality: A Reexamination and Extension 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1990Zero defections: quality comes to services.2004E-S-QUAL 1995Why Satisfied Customers Defect 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB

Cited by

2023The impact of e-service quality on word of mouth: A higher education context 2023Evaluating the impact of quality antecedents on university students’ e-learning continuance intentions: A post COVID-19 perspective

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.