A Study on Service Quality and Customer Satisfaction of Online Learning System at Rockit Online Company Limited

• Main Authors: Chu Thuy Ha, 周萃何
• Other Authors: Lee-Yun, Pan
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/cnfxe4

碩士 === 國立雲林科技大學 === 企業管理系 === 107 === This thesis examines the e-learning system at Rockit Online Company Limited, based on the ISO 9126 model to assess perceived quality of the system, and then investigate the relationship between the quality of Rockit Online’s e-learning system and user satisfaction. Data used in making analysis was collected from conducting survey at Rockit Online. Based on 210 valid responses from users, I identified four main components – functionality, reliability, usability and efficiency – which explain users’ evaluation of the e-learning system quality at Rockit Online. The results indicate that Rockit Online’s online system is assessed with a fairly high level in users’ perception. Furthermore, I investigated the relationship between the system quality components and user satisfaction by using regression analysis. As the result showed, these four components of the e-learning system have positive relationship with user satisfaction. Among them, reliability has the most important effect on user satisfaction level. In addition, based on the study’s findings, I also give some recommendations for Rockit Online to increase the quality of the e-learning system better and user satisfaction level.