Management
Nurhizam Safie Mohd Satar; Omkar Dastane; Azizan H Morshidi
Abstract
An ample of studies have recently been conducted to explore and analyze the predictors of students’ e-learning satisfaction (ELS) during the COVID 19 pandemic lockdown. However, research is scarce on investigating mediating roles of key aspects, such as students’ learning stress (SLS) and ...
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An ample of studies have recently been conducted to explore and analyze the predictors of students’ e-learning satisfaction (ELS) during the COVID 19 pandemic lockdown. However, research is scarce on investigating mediating roles of key aspects, such as students’ learning stress (SLS) and students’ willingness to learn (SWL). This research intends to investigate mediating effect of SLS and SWL in relationships among selected IT characteristics factors and ELS during lockdown enforced to curb the COVID 19 pandemic. Selected factors of IT characteristics are IT complexity, IT pace change and IT presenteeism. The data was collected through online questionnaire survey on 470 students in Malaysia selected by employing the convenience sampling during the Movement Control Order period when universities and colleges shifted to online learning platforms. The data was then subjected purification, assessment of normality and reliability. Thereafter, confirmatory factor analysis and validity assessment were conducted. Finally, hypotheses were tested by formulating structural equation model using IBM SPSS AMOS 24.0. The mediation effects were tested by developing parallel mediation structural model. The findings show that SLS fully mediates relationship between IT pace change and ELS. Students’ willingness to study fully mediates relationships between IT presenteeism and IT pace change with ELS.
Hema Raviadaran; Omkar Dastane; Muhamad Yusnorizam Ma’arif; Nurhizam Safie Mohd Satar
Volume 6, Issue 10 , October 2019, , Pages 709-730
Abstract
Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage ...
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Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage is well researched, investigating the same for internet banking and in Malaysian context is a definite research gap. This study is conducted to see the impact of service quality on the adoption of internet banking and then to identify if the service quality dimensions of reliability, responsiveness, communication, access and security leads to customer satisfaction and subsequently leads to patronage in Malaysia. The data is gathered from 202 bank customers using judgmental sampling through two sets of questionnaires viz. User of Internet Banking and Non-User of Internet Banking. Based on the determined results produced using SPSS 20 indications were obtained that the customers place great emphasis towards the service quality dimension of security and accessibility of internet banking respectively. The service quality has been found to significantly influence the adoption of internet banking in Malaysia. Service quality aspects, specially access and security, impact satisfaction and satisfaction impacts patronage, therefore, in accelerating the adoption rate, the banks should further enhance their offering in internet banking and concurrently provide a more efficient and easy to user interface.
