이러닝 품질과 관련 변인에 대한 실증연구
The empirical study on e-learning quality and its relevant constructs
1
조회
0
다운로드
14
인용
0
참고문헌
키워드
초록
Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.
Abstract
Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.
참고문헌 (50)
- Alla, M. M. S. O, "The Impact of System Quality in E-learning System", Journal of Computer Science and Information Technology, 1(2), pp.14~23 (2013)
- Bharatia, P., "An empirical investigation of decision-making satisfaction inweb-based decision support systems", Decision Support Systems, 37, pp.187~197 (2004)
- Biner, P. M., "Factors underlying distance learner satisfaction with televised college-level courses", The american Journal of Distance Education, 8(1), pp.60~71 (1994)
- Burnham, T. A., "Consumer switching costs : a typology, antecedents, and consequences", Journal of the Academy of Marketing Science, 31(2), pp.109~127 (2003)
- 장영순, "대학 교육서비스 만족도 향상을 위한 품질차원 및 개선우선순위 도출", 품질경영학회지, 45(1), pp.11~24 (2017), 한국품질경영학회[DOI]
- Chen, L. H., "Understanding e-learning service quality of a commercial bank by using Kano's model", Total Quality Management & Business Excellence, 22(1), pp.99~116 (2011)
- Chiu, C. M., "Usability, quality, value and e-learning continuance decisions", Computers & Education, 45, pp.399~416 (2005)
- Cristobal, E., "Perceived e‐service quality(PeSQ) : Measurement validation and effects on consumer satisfaction and web site loyalty", Management Service Quality, 17(3), pp.317~340 (2007)
- DeLone, W. H., "The DeLone and McLean model of information systems success : A ten-year update", Journal of Management Information Systems, 19, pp.9~30 (2003)
- DeLone, W. H., "Information Systems Success Measurement", Foundations and Trends in Information Systems, 2(1), pp.1~116 (2016)
- Eggert A., "Customer Perceived Value: A Substitute for Satisfaction in Business Markets?", Journal of Business and Industrial Marketing, 17(2, pp.3) (2002), 107~118
- Freeze, R. D., "IS success model in e-learning context based on students' perceptions", Journal of Information Systems Education, 21(2), pp.173~184 (2010)
- Gorla, N., "Organizational impact of system quality, information quality, and service quality", The Journal of Strategic Information Systems, 19(3), pp.207~228 (2010)
- Hung, Y. W., "Understanding the Impacts of Information Quality, System Quality and Service Quality on Consumers’ Satisfaction and Continuance Intention", Proceedings of 2013 Fifth International Conference on Service Science and Innovation, pp.245~246 (2013)
- Jones, M. A., "The positive and negative effects of switching costs on relational outcomes", Journal of Service Research, 9(4), pp.335~355 (2007)
- 고준, "온라인 쇼핑 상황에서 고객충성도의 결정요인: 인터넷 쇼핑과 모바일 쇼핑의 비교 분석", 한국콘텐츠학회 논문지, 15(11), pp.486~500 (2015), 한국콘텐츠학회[DOI]
- Lam, S. Y., "Customer value, satisfaction, loyalty, and switching costs : An illustration from a business-to-business service context", Journal of the Academy of Marketing Science, 32(3), pp.293~311 (2004)
- Lawrence, J. J., "Implementing total quality management in the classroom by means of student satisfaction guarantees", Total Quality Management, 15(2), pp.235~254 (2004)
- Lee, B. C., "Learners’ acceptance of e-learning in South Korea : Theories and results", Computers &Education, 53(4), pp.1320~1329 (2009)
- 이종만, "이러닝에서 사회성, 사용용이성, 유용성, 즐거움이 수용의향에 미치는 영향 연구 -확장된 기술수용모델 관점-", 한국콘텐츠학회 논문지, 12(4), pp.417~425 (2012), 한국콘텐츠학회[DOI]
- 이종연, "대학 이러닝에서 시스템, 정보 및 서비스 품질이 학습자 만족도에 미치는 영향력 분석", 교육과학연구, 41(3), pp.119~147 (2010), 교육과학연구소
- Lee, R., "From loyalty to switching: Exploring determinants in transition", Proceedings of the ANZMAC 2005 Conference: Consumer Behaviour, pp.196~203 (2005)
- Lee, R., "Relating Switching Costs to Positive and Negative Word-of-mouth", Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 22, pp.54~67 (2009)
- Lucardie, D, "The Impact of Fun and Enjoyment on Adult's Learning", Procedia – Social and Behavioral Sciences, 142, pp.439~446 (2014)
- Mäntymäki, M., "Teenagers in social virtual worlds : Continuous use and purchasing behavior in Habbo Hotel", Computers in Human Behavior, 27(6), pp.2088~2097 (2011)
- Martínez-Argüelles, M., "Perceived service quality and student loyalty in an online university", International Review of Research in Open and Distributed Learning, 17(4), pp.264~279 (2016)
- Mei, Q., "A knowledge flow driven e-learning architecture design: what is its stratification and how is it personalized", Computers in Education, 47, pp.1307~1308 (2002)
- 민병서, "이동통신품질이 고객만족과 고객충성도에 미치는 영향 - 전환장벽의 조절효과를 중심으로 -", 품질경영학회지, 44(4), pp.921~934 (2016), 한국품질경영학회[DOI]
- Nadiri, H., "Students’ perceptions of service quality in higher education", Total Quality Management, 20(5), pp.523~535 (2009)
- Negash, S., "Quality and effectiveness in web-based customer support systems", Information Management, 40(8), pp.757~768 (2003)
- 2016 Survey of Korean e-Learning Industry, "NIPA(National IT Industry Promotion Agency)", ~ (2017)
- 노미진, "m-러닝 재사용 의도에 관한 실증분석", Journal of The Korean Data Analysis Society, 13(2), pp.1031~1043 (2011), 한국자료분석학회
- Parasuraman, A., "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64(1), pp.12~40 (1988)
- Park, J. G., "A firm’s post-adoption behavior : loyalty or switching costs?", Industrial Management & Data Systems, 114(2), pp.258~275 (2014)
- Ram, J., "A fresh look at the role of switching costs in influencing customer loyalty empirical investigation using structural equation modelling analysis", Asia Pacific Journal of Marketing and Logistics, 28(4), pp.616~633 (2016)
- Roca, J. C., "Understanding e-learning continuance intention : An extension of the Technology Acceptance Model", International Journal of Human-Computer Studies, 64(8), pp.683~696 (2006)
- Rust, R. T., "Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy" (2000), Free Press
- Samarasinghe, S. M., "A multi-dimensional measure of e-learning systems success", Proceedings ascilite Auckland 2009 (2009)
- Seddon, P. B, "A Respecification and Extension of the DeLone and McLean Model of IS Success", Information Systems Research, 8(3), pp.240~253 (1997)
- Sheng, Z., "Extending TAM for online learning systems : An intrinsic motivation perspective", Tsinghua Science and Technology, 13(3), pp.312~317 (2008)
- 손맥, "e러닝 성공 평가에 관한 연구", 지식경영연구, 15(2), pp.67~88 (2014), 한국지식경영학회
- 송광석, "기상정보시스템 품질요인이 이용자 만족과 사업성과에 미치는 영향", 품질경영학회지, 45(1), pp.93~116 (2017), 한국품질경영학회[DOI]
- Stan, V., "Customer loyalty development : The role of switching costs", The Journal of Applied Business Research, 29(5), pp.1541~1554 (2013)
- Sweetser, P., "GameFlow : a model for evaluating player enjoyment in games", Computers in Entertainment, 3(3), pp.1~24 (2005)
- Wakefield, R. L., "How website socialness leads to website use", European Journal of Information Systems, 20(1), pp.118~132 (2011)
- Wang, Y. S., "Measuring e-learning systems success in an organizational context : Scale development and validation", Computers in Human Behavior, 23(4), pp.1792~1808 (2007)
- Yang, Z., "Customer Perceived Value, Satisfaction, and Loyalty : The Role of Switching Costs", Psychology & Marketing, 21(10), pp.799~822 (2004)
- Yin, C. K., "Assessing the effects of switching costss on perceived values and brand loyalty : The impact of customers’ perceived authenticity in hotel sector", International Journal of Business and Management, 12(1), pp.84~94 (2017)
- 유철우, "인터넷 쇼핑몰에서 충성도와 동일시, 지각된 즐거움, 신뢰, 상호작용의 구조적 관계에 관한 연구", e-비즈니스연구, 10(3), pp.3~24 (2009), 국제e-비즈니스학회
- Zhu, D. S., "A study on the customer satisfaction and using intention of e-learning", Proceedings of the 12th International Conference on Computer and Information Science (ICIS), pp.251~254 (2013)