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The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions

The primary goal of this research is to make a clearer connection between students' loyalty and E-learning service quality. The IVs proposed in our research align with the theory with an additional variable. The proposed variable consists of tangible (TAN), reliability (REL), responsiveness (RE...

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Main Authors: Tan, Sarah Woon Xin, Low, Yi En
Format: Final Year Project / Dissertation / Thesis
Published: 2024
Subjects:
HA Statistics
HB Economic Theory
Online Access:http://eprints.utar.edu.my/6941/1/2201959_Sarah_Tan_Woon_Xin.pdf
http://eprints.utar.edu.my/6941/
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spelling my-utar-eprints.69412025-02-04T08:01:26Z The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions Tan, Sarah Woon Xin Low, Yi En HA Statistics HB Economic Theory The primary goal of this research is to make a clearer connection between students' loyalty and E-learning service quality. The IVs proposed in our research align with the theory with an additional variable. The proposed variable consists of tangible (TAN), reliability (REL), responsiveness (RES), assurance (ASS), empathy (EMP) and switching costs (SC). A total of six hypotheses were developed, to examine whether the E-learning service quality would influence Gen Z students' loyalty in Malaysia HEIs. Likewise, with 384 Gen Z respondents who have experienced online E-learning were collected through the questionnaire distributed. In this research, Statistical Software Package for Social Science (SPSS) software was utilized and analysed on the reliability test, Pearson's Correlation Coefficient Analysis, and Multiple Regression Analysis to illustrate the relationship between IVs and DV. Based on the result of our findings states that all the IVs, except ASS, have a significant relationship with DV. The dimension of SERVQUAL, which is the EMP consists of the largest influence on the students' loyalty in the E-learning context. Finally, this research contributes a better understanding of students' loyalty based on the dimension of SERVQUAL and the additional variable, which is the SC in an E-learning context, to the government, policymakers, owners and service providers of HEIs. 2024-06 Final Year Project / Dissertation / Thesis NonPeerReviewed application/pdf http://eprints.utar.edu.my/6941/1/2201959_Sarah_Tan_Woon_Xin.pdf Tan, Sarah Woon Xin and Low, Yi En (2024) The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions. Final Year Project, UTAR. http://eprints.utar.edu.my/6941/
institution Universiti Tunku Abdul Rahman
building UTAR Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tunku Abdul Rahman
content_source UTAR Institutional Repository
url_provider http://eprints.utar.edu.my
topic HA Statistics
HB Economic Theory
spellingShingle HA Statistics
HB Economic Theory
Tan, Sarah Woon Xin
Low, Yi En
The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
description The primary goal of this research is to make a clearer connection between students' loyalty and E-learning service quality. The IVs proposed in our research align with the theory with an additional variable. The proposed variable consists of tangible (TAN), reliability (REL), responsiveness (RES), assurance (ASS), empathy (EMP) and switching costs (SC). A total of six hypotheses were developed, to examine whether the E-learning service quality would influence Gen Z students' loyalty in Malaysia HEIs. Likewise, with 384 Gen Z respondents who have experienced online E-learning were collected through the questionnaire distributed. In this research, Statistical Software Package for Social Science (SPSS) software was utilized and analysed on the reliability test, Pearson's Correlation Coefficient Analysis, and Multiple Regression Analysis to illustrate the relationship between IVs and DV. Based on the result of our findings states that all the IVs, except ASS, have a significant relationship with DV. The dimension of SERVQUAL, which is the EMP consists of the largest influence on the students' loyalty in the E-learning context. Finally, this research contributes a better understanding of students' loyalty based on the dimension of SERVQUAL and the additional variable, which is the SC in an E-learning context, to the government, policymakers, owners and service providers of HEIs.
format Final Year Project / Dissertation / Thesis
author Tan, Sarah Woon Xin
Low, Yi En
author_facet Tan, Sarah Woon Xin
Low, Yi En
author_sort Tan, Sarah Woon Xin
title The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
title_short The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
title_full The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
title_fullStr The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
title_full_unstemmed The influence of E-learning service quality on Gen Z students’ loyalty in Malaysian higher education institutions
title_sort influence of e-learning service quality on gen z students’ loyalty in malaysian higher education institutions
publishDate 2024
url http://eprints.utar.edu.my/6941/1/2201959_Sarah_Tan_Woon_Xin.pdf
http://eprints.utar.edu.my/6941/
_version_ 1823544769461092352
score 13.23648

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