2025/05/27 by Raufu, Mufutau Oyedapo, Fajobi, Deborah Tosin, Ojediran, Janet Temitope
#E Learning #LAUTECH #Open and Distant Learning #SERVQUAL model #Service Quality
paper · doi:10.60787/nodel.v2.22
E-learning provides flexible, accessible, and scalable learning opportunities, but questions about its quality and effectiveness in higher education remain. This study examines students’ perceptions of e-learning quality (ELQ) using an extended SERVQUAL model incorporating service quality, information quality, and system quality dimensions. A non-experimental correlational research design was adopted. The population comprised 1,500 final-year students enrolled at the LAUTECH Open and Distance Learning Centre across Accounting Management, Nursing Science, and Agricultural. A stratified random sampling technique was used to select the entire population for participation. The primary data collection instrument was a structured questionnaire adapted from the SERVQUAL model and validated through expert review and pilot testing to ensure content validity and reliability. Data were analyzed using Exploratory Factor Analysis to confirm measurement reliability and validity, while multiple regression analysis tested the research model. The findings reveal that assurance, responsiveness, flexibility, course website quality, and learning content positively influence students' perceptions of ELQ. Among these, assurance and learning content had the most substantial impact. The study concludes that enhancing system responsiveness, ensuring flexibility, and improving content delivery are critical to achieving higher student satisfaction in e-learning environments. It recommends that instructors and administrators prioritize personalized learning experiences, continuous professional development, and user-friendly website designs to optimize service quality. Institutions should also integrate systematic feedback mechanisms for ongoing quality enhancement. These insights contribute to effective policy-making and service improvements in e-learning systems.