Service Quality of e learning in Higher Education A Study on Perception of Management Students in Uttarakhand

Abstract

e-learning, is a revolutionary and new approach to education brought about by the quick development of information and communication technology. e-learning is enhancing the calibre of higher education and the efficacy of learning nationwide. It grants instructors greater flexibility in teaching methods while offering students a more enriched learning journey. Our study primarily focused on the student-centered newlineperspective regarding the quality of education, aligning with the approach taken in many studies on Higher Education Institutions (HEIs) (Silva et al., 2017). The present study will be useful to government as well as the Institutional policymakers, such as senior management in terms of developing policies for new online, blended programs under different courses in Higher Education. newlineService quality has garnered considerable attention and contemplation over the years. newlineDespite the widespread popularity of SERVQUAL and SERVPERF as general frameworks, numerous authors have devised specialized instruments to meticulously capture the unique nuances of each service type and client, thereby enhancing detail and specificity. (Babakus and Boller 1992; Seth et al. 2005; Martínez and Martínez 2007; Latif et al. 2017). newlineThe present study was conducted during and even after the phase of Covid-19. In order newlineto identify the research gap, based on the literature review, major factors i.e. teaching resource, user interface, administration and support service, course content and website were found to be prominent for e-learning service quality in higher education and these newlinefactors were found to have validity during and even after the period of Covid-19. In newlinecurrent scenario, e-learning is creating more opportunities for educational institutions newlineand for students. Previous literature demonstrates that demographics plays a significant impact on learners. newline