Open AccessE-Satisfaction based on E-service Quality among university students
Author(s) -
Alaa S. Jameel,
Sameer S. Hamdi,
Mohammed A. Karem,
Manaf B. Raewf,
Abd Rahman Ahmad
Publication year - 2021
Publication title -
journal of physics. conference series
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.21
H-Index - 85
eISSN - 1742-6596
pISSN - 1742-6588
DOI - 10.1088/1742-6596/1804/1/012039
Subject(s) - service quality , reliability (semiconductor) , psychology , sample (material) , medical education , service (business) , quality (philosophy) , higher education , work (physics) , business , marketing , engineering , political science , medicine , power (physics) , chemistry , physics , philosophy , epistemology , chromatography , quantum mechanics , law , mechanical engineering
The importance of e-service and e-satisfaction in the education sector has increased nowadays due to the COVID 19 pandemic and most of the universities have shifted to electronic platforms to communicate with their students. Some studies had been conducted in Iraq and other developing countries to measure e-service and e-satisfaction in the education sector. the purpose of this study was to investigate the impact of e-service on e-satisfaction among undergraduate students. The survey was conducted at three private universities located in Erbil, Iraq. The study employed a convenience sample and the data was collected using questionnaires. Later, the questionnaire responses were analysed by AMOS after ensuring the validity and reliability of the model. The results showed that the responsiveness and privacy and security had a positive and significant effect on students’ e-satisfaction. On the other hand, efficiency, reliability and ease of use had an insignificant impact on e-satisfaction among students. The results indicated that responsiveness was the most important factor and led to an increase in the e-satisfaction among students. As such, the decision-makers at universities should be concerned and work towards enhancing the responsiveness as well the privacy and security for students.