A Study on Factors Affecting the Electronic Service Quality in Higher Education in Light of Covid-19 Pandemic from Students Perspectives

Abstract

The study is to investigate the factors that influence the Electronic Service Quality (E-service quality) in higher education institutions in light of Covid-19 Pandemic. Constant development in service quality has become one of the most essential goals for many organizations, institutions in various industries, and for diverse reasons. The COVID-19 pandemic is affecting schools, students, teachers and parents. Education is the major factor in determining the growth of a country, and the changes that will affect the country's development are expected from higher education institutions. Higher education institutions have become global businesses, which must always look for new methods to improve the quality of services. The service quality improvement and development is critically essential issue for organizations, particularly higher education institutions, to satisfy the students' needs for better educational environment that contribute to the achievement of their satisfaction. The service quality improvement and development is critically essential issue for organizations, particularly higher education institutions, to satisfy the students' needs for better educational environment that contribute to the achievement of their satisfaction. Educational institutions like universities and other organizations in the business sector, are recognizing the need to adopt technologies to measure service quality. However, they identified five main dimensions for service quality, including reliability, responsiveness, tangibility, assurance, and empathy that capture access and understanding the customer.