The qualitative literature on web-based education procedures highlights that the quality of the website is linked to students' learning requirements, availability of better education and web-based education system is linked with students' satisfaction of teaching (Alkhattabi et al., 2011). The research model is tested using a questionnaire survey of 212 participants. The questionnaire was divided into 4 sets with each set comprising of questions related to factors that impact satisfaction on e-learning. E-WOM is not limited to some particular technology or particular population (Gupta and Harris, 2010). Once you get the survey results, generate reports, and share them with your team. 18-25. Do you use digital technologies in school? Therefore, during the paradigm shift process and while adopting online learning, universities must focus on ICT along with tangibility, reliability, responsiveness and assurance. This effective satisfaction may reduce in the case of e-learning and affect the reputation of the institution like in the case of coronavirus lockdown, many institutions go for the online learning that may affect the student's satisfaction along with institutions' reputation. 1272-1283. In the age of information, the technology and in particular the information technology in the shape of e-learning has landscaped the education industry. and Lee, H. (2014), “Motivations triggering electronic word of mouth intention: a study for E-learning websites at vietnam”, 경영교육연구, Vol. This type of questionnaire has lower response rate as compared to other types. 4. In this situation, the current study highlighted that proper implementation of ICT can resolve these issues. (2016), “The impact of the E-service quality (E-SQ) of online databases on users' behavioural intentions: a perspective of postgraduate students”, International Review of Management and Marketing, Vol. 2, pp. Eom, S.B. According to the results of the current study, the quality of e-WOM put strong influences on universities' image in the sight of the general public. 21 No. 88 percent of parents and 84 percent of teachers are interested in having more at-home digital content available to supplement what's being taught in school. Although the current study has a significant contribution to the literature and practice, however, this study also has few limitations which could be the future directions. (2014), “The effect of higher education brand images on satisfaction and lifetime value from students' viewpoint”, The Anthropologist, Vol. (2013). Among these 15 hypotheses, seven hypotheses were based on the direct hypotheses and eight hypotheses were based on the indirect hypotheses. This study is undertaken to examine the role of information and communication technology (ICT), e-service quality and e-information quality towards brand image of universities by concentrating on students’ e-learning, e-word of mouth and satisfaction. 56 No. The classroom offers a more lively and interactive environment, whereas it is relatively calm at home. (2016), “Brand personality toward customer purchase intention: the intermediate role of electronic word-of-mouth and brand equity”, Asian Academy of Management Journal, Vol. Do you have access to a device for learning online? 63 Nos 9-10, pp. Meanwhile, results also identified that e-word of mouth and students' satisfaction lead to generate a positive brand image of universities. Evidence suggests that increasing globalization, urbanization and excessive exploitation of natural and environmental resources has increased the likelihood of pandemics (Grønseth, 2018; Cunningham et al., 2017). Hypotheses were supported on the basis of critical ratio (t > 1.645; p < 0.05). 1123-1143. (2011), “Assessing information quality of e-learning systems: a web mining approach”, Computers in Human Behavior, Vol. The permanent web-connected students are sufficiently being affected by online education procedures and sources of information. 51 No. He is the assistant director of Research Solutions Consultancy, and organized training workshops on different statistical tools. Majorly, this study has vital implications for the government of Pakistan, as in the critical situation of COVID-19, universities are unable to carry on the education system. Particularly, the current study is most important for universities to start the e-learning system in the current COVID-19 situation which is leading to the paradigm shift in the education system. 16, pp. It might surprise you to know that this is one of the most frequently searched questions in regard to digital learning. Dayan, R., Heisig, P. and Matos, F. (2017), “Knowledge management as a factor for the formulation and implementation of organization strategy”, Journal of Knowledge Management, Vol. 1041-1049. How effective has remote learning been for you? Hence, along with other implications, the major practical implication of this study is that this study providing the solution to resolve various issues related to the online learning system as a post-effect of COVID-19. What you learn from a customer satisfaction questionnaire can help shape every aspect of your organization; whether that be fine-tuning the website, upgrading aspects of your products or services, or even providing better customer service. Better students' e-learning system has the ability to satisfy the students. (2014), “Online instruction, e-learning, and student satisfaction: a three year study”, International Review of Research in Open and Distance Learning, Vol. 223-234. To address the objective of this study, 15 hypotheses were proposed based on the previous studies and post-effects of COVID-19 in relation to the Pakistani universities. How peaceful is the environment at home while learning? Learn about asking the right questions in an online feedback form to get the most out of it. You can find out from answers to this question whether they spend time on other activities as well. Similarly, all values of composite reliability (CR) also exceeded the recommended value of 0.70. Collect community feedback and insights from real-time analytics! 147, pp. This study proposes a research model that examines the determinants of student learning satisfaction in a blended e-learning system (BELS) environment, based on social cognitive theory. 33 No. 2617-2633. NOTE: please keep in mind this is just a sample, actual SurveyShare templates use pull down menus, checkboxes and radio buttons for user responses. What topics would you have liked to see addressed that were not covered? Sidra Shehzadi is the corresponding author and can be contacted at: https://doi.org/10.1108/AEDS-04-2020-0063, Information and Communication Technology → E-Learning of Students, E-Service Quality → E-Learning of Students, E-Information Quality → E-Learning of Students, E-Learning of Students → Students' Satisfaction, Students' Satisfaction → University Brand Image, Information and Communication Technology → E-Learning of Students → E-Word of Mouth, E-Service Quality → E-Learning of Students → E-Word of Mouth, E-Information Quality → E-Learning of Students → E-Word of Mouth, Information and Communication Technology → E-Learning of Students → Students', E-Service Quality → E-Learning of Students → Students' Satisfaction, E-Information Quality → E-Learning of Students → Students' Satisfaction, E-Learning of Students → E-Word of Mouth → University Brand Image, E-Learning of Students → Students' Satisfaction → University Brand Image. Is there a clear understanding of the strategic objectives of the organization? The first case of COVID-19 was identified in Wuhan, Hubei, China in December 2019, and later on 11th March 2020, the World Health Organization (WHO) declared COVID-19 a pandemic. 19 No. Therefore, this study provided a solution for universities to continue their normal activities. Ringle, C., Wende, S. and Will, A. Students' satisfaction is the judgment that the information and knowledge quality or the information and knowledge themselves is coping with students' expectations. Consistent with the current study, Le Hoanh et al. The provision of information is one of the most significant aspects of e-services as the exchange of information between two particular parties has prior significance. Analyze if they are over-spending time and find out the reasons behind it. 87-96. Parasuraman, A., Zeithaml, V.A. (2017), hence discriminant validity had also been established for all constructs. The current study has significant implications for literature. According to Oduma et al. Headar, M.M., Elaref, N. and Yacout, O.M. (2005), Smart-PLS Version 2.0 M3, University of Hamburg, Hamburg. Schools need to know how students feel about distance education and learn more about their experiences. Currently, the situation of coronavirus also boosts up the use of technology, as most of the universities have started an online session that creates the positive and negative e-WOM that influences the brand image of the universities. Real time, automated and robust enterprise survey software & tool to create surveys. Additionally, to ensure a better student e-learning system, better e-information quality must be provided. Customer satisfaction surveys allow companies to improve products strategically, optimize user experience, and deliver exactly what the market demands. The constant improvement in ICT contributes to students' academic achievements. They found that the most influential aspects of the online courses in social sciences on studentsâ satisfaction and perceived learning were learning content and course design. Nsamba, A. Note(s): AVE-Average Variance Extract; CR-Composite Reliability, Discriminant Validity for First-Order Constructs (HTMT ratio). collect data and analyze responses to get quick actionable insights. Finally, data were analyzed by using the statistical tool to achieve the objective of the current study. Bhat, S.A. and Bashir, M. (2018), “Measuring ICT orientation: scale development & validation”, Education and Information Technologies, Vol. I like to solve problems and try to figure things out on my own. Students are not the only ones looking for more at-home learning: parents and teachers are also on board. I can set my own schedule and complete my work on time. Based on a study by Bhat and Bashir (2018), information technology and communication was measured by 15 items from which advantage contained four items, compatibility had three items, ease of use consisting of five items and perception had three items. If you need any help with designing a survey, customizing the look and feel, or deriving insights from it, get in touch with us. Hence, a critical contemporary issue for governments, higher education commissions and universities to understand the antecedents to the online learning system and their relationship with universities brand image, the current study has unique insights that are helping universities to fight with COVID-19. Robot Intelligence Technology and Applications 2012, Assessing information quality of e-learning systems: a web mining approach, University image and its relationship to student satisfaction-case of the Middle Eastern private business schools, International strategic management review, Measuring ICT orientation: scale development & validation, The effect of higher education brand images on satisfaction and lifetime value from students' viewpoint, Online instruction, e-learning, and student satisfaction: a three year study, International Review of Research in Open and Distance Learning, COVID-19: 20 countries' higher education intra-period digital pedagogy responses. Satisfaction with Online Learning: A Comparative Descriptive Study Virginia Roach and Linda Lemasters The George Washington University Abstract A 3rd party provider approached university faculty and administration to develop an on-line program for the Masterâs degree in educational administration and leadership. Despite the limited quality of the website, a few studies focus on the association between the quality of the website and students' academic achievements. (2013), “Antecedents and consequences of student satisfaction with e-learning: the case of private universities in Egypt”, Journal of Marketing for Higher Education, Vol. 1, pp. Creating a survey with QuestionPro is optimized for use on larger screens -. Please limit use to this purpose. The QRZ Family Restaurant is dedicated to improving customer satisfaction. Nevertheless, WOM also have a major role in universities during COVID-19. Crawford, J., Butler-Henderson, K., Rudolph, J., Malkawi, B., Glowatz, M., Burton, R., Magni, P.A. 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