E-Service Quality in Higher Education and Frequency of Use of the Service

  •  Ng Kim-Soon    
  •  Abd Rahman    
  •  Muhudin Ahmed    


Universities have been at the forefront of online service provision. Regular evaluations and appraisals of its e-services provided to students are regularly improvised to keep pace with the rapid changes of learning technology and competitiveness of its services provided. There is a dread of research works investigating e-service quality supporting learning, research and communication and how it is related to student’s frequency of use from various sources of e-service provided to students. Data were collected from 210 students through questionnaire surveys through a structured random sampling method and analyzed statistically. The dimensions for frequency of use of e-service are from learning and research, administration, coordination, evaluation and contents storage sources. This research work has developed a single dimension comprising six elements to measure the quality of e-service in higher education namely in areas of learning, research and communication support. These elements are: 1) e-service is always available, 2) overall it is very convenience to use, 3) the user interface has a well organized appearance, 4) makes it easy to find what is needed, 5) the e-service has met needs and experience, and 6) e-service assures schedule flexibility. This study has also provided empirical evidence that there are relationships between the level and frequency in the use of e-service quality supporting learning, research and communication.

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