Abstract:

The outbreak of Corona Virus Disease 2019 (COVID-19) in various countries at the end of 2019 has transferred traditional classroom teaching to e-learning platforms, which unswervingly affects the educational quality. The whole education system from school to higher education level has been distorted due to COVID-19 in India and all over the globe and forced to accept online mode. However, even with this paradigm shift, little research has been done to extend traditional service management concepts to online educational settings during the pandemic in developing countries. This research attempts to bridge this gap by applying the SERVQUAL scale, a well-validated and widely used service operations construct, to the online classroom environment, this paper uses a questionnaire survey and Google forms to collect experience data of 354 students. The findings show that the SERVQUAL scale exhibits both reliability and convergent and divergent validity; in fact, in these regards, it outperforms traditional student assessment scales. Four factors empathy, responsiveness, reliability and website content and privacy have significant effect on student satisfaction of perceived e-learning quality. The findings of this paper can be used for making approaches for online education across the globe to accelerate the online education level during pandemic, to promote the reform of information-based education. The paper provides the whole picture of current online teaching-learning during Covid-19, which makes it rare and gives a holistic view of the environment. This novel technique to assessing the quality of e-learning services demonstrates that students may be considered as customers and has far-reaching consequences for all parties involved in higher education delivery.

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