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COVID-19 and Forced Online Education: Students’ Perceptions of Service Quality and Satisfaction

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Improving Inclusivity in Higher Education

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Abstract

This study explores the perception of Indian graduate and post-graduate students of forced online education after the outbreak of COVID-19. The pandemic has stopped all the physical movement, and students were forced to remain in their homes and attend all the classes through online mode only. Data was collected using a structured questionnaire from 228 students from a reputed institute in central India. Structural equation modelling (SEM) was deployed to test the relationship. Results indicated that all dimensions of SERVQUAL other than empathy were positively associated with a perceived value (PV). Furthermore, the PV is positively linked with the continued intention (CI), and this relationship is fully mediated by satisfaction. This study will aid academicians and practitioners in devising online education services. Moreover, this study contributed to expectancy confirmation theory and online education literature. Limitations and directions of future research have been laid out.

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Author information

Authors and Affiliations

  1. S. P. Jain Institute of Management and Research (SPJIMR), Mumbai, India

    Amol S. Dhaigude

  2. Department of Public Administration, Dr. Babasaheb Ambedkar Marathwada University, Aurangabad, Maharashtra, India

    Jyoti Subhash Dhayagude

Authors
  1. Amol S. Dhaigude
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  2. Jyoti Subhash Dhayagude
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Corresponding author

Correspondence to Amol S. Dhaigude .

Editor information

Editors and Affiliations

  1. Manipal Academy of Higher Education, Dubai, United Arab Emirates

    Bhakti More

  2. Christ University, Bengaluru, India

    Seena Biju

  3. University Malaya, Kuala Lumpur, Malaysia

    Vinod Pallath

Appendix A: Factor Loadings

Appendix A: Factor Loadings

Service quality dimensions

Standard loading

Composite reliability

Assurance

  

A1: The instructor is knowledgeable in his/her field

0.82

0.88

A2: The instructor is fair and impartial in grading

0.83

A3: The instructor answers all questions thoroughly

0.79

A4: I am confident the instructor has an expert understanding of the material

0.8

Empathy

  

E1: The instructor is genuinely concerned about the students

0.9

0.95

E2: The instructor understands the individual needs of students

0.91

E3: The instructor has the students’ best long-term interests in mind

0.87

E4: The instructors encourage and motivates students to do their best

0.89

Responsiveness

  

RS1: The instructor quickly and efficiently responds to students’ needs

0.91

0.91

RS2: The instructor is willing to go out of his or her way to help students

0.92

RS3: The instructor always welcomes student questions and comments

0.83

Reliability

  

RB1: The instructor is knowledgeable in his/her field

0.85

0.93

RB2: The instructor is fair and impartial in grading

0.93

RB3: The instructor answers all questions thoroughly

0.82

Tangibles

  

T1: The online classroom platform is modern and updated

0.78

0.95

T2: The virtual environment of the classroom aids learning

0.77

T3: The online classroom is equipped with all the basic equipment to aid learning

0.82

T4: The online classroom is free of distractions

0.86

Perceived value

  

PV1: Online classroom are of very good value for money

0.83

0.91

PV2: One gets what they pay from these online classrooms

0.78

PV3: Online classroom are worth the money paid

0.9

PV4: Compared to alternatives this online classrooms charges fairly

0.88

Satisfaction

  

S1: I am satisfied with my decision to enrol in the online classes

0.95

0.96

S2: My choice to enrol in online classes was a wise one

0.97

S3: I think I did the right thing when I paid for online learning service

0.93

S4: I feel that my experience with online learning has been enjoyable

0.98

Continued intention

  

CI1: Would you continue this learning if given choice?

0.92

0.92

CI2: Would you recommend this online learning to someone else?

0.94

CI3: I would likely do another degree program online

0.93

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Dhaigude, A.S., Dhayagude, J.S. (2023). COVID-19 and Forced Online Education: Students’ Perceptions of Service Quality and Satisfaction. In: More, B., Biju, S., Pallath, V. (eds) Improving Inclusivity in Higher Education . Springer, Singapore. https://doi.org/10.1007/978-981-99-5076-8_2

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  • DOI: https://doi.org/10.1007/978-981-99-5076-8_2

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  • Online ISBN: 978-981-99-5076-8

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