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...
| Main Authors: | , |
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| Format: | Final Year Project / Dissertation / Thesis |
| Published: |
2024
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| Subjects: | |
| Online Access: | http://eprints.utar.edu.my/6941/ http://eprints.utar.edu.my/6941/1/2201959_Sarah_Tan_Woon_Xin.pdf |
| _version_ | 1848886807258726400 |
|---|---|
| author | Tan, Sarah Woon Xin Low, Yi En |
| author_facet | Tan, Sarah Woon Xin Low, Yi En |
| author_sort | Tan, Sarah Woon Xin |
| building | UTAR Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-15T19:44:21Z |
| format | Final Year Project / Dissertation / Thesis |
| id | utar-6941 |
| institution | Universiti Tunku Abdul Rahman |
| institution_category | Local University |
| last_indexed | 2025-11-15T19:44:21Z |
| publishDate | 2024 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | utar-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/ |
| 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 |
| title | 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_short | 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 |
| topic | HA Statistics HB Economic Theory |
| url | http://eprints.utar.edu.my/6941/ http://eprints.utar.edu.my/6941/1/2201959_Sarah_Tan_Woon_Xin.pdf |