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Article

Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment

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Department of Economics, Quantitative Methods and Economy History, Faculty of Business, Pablo de Olavide University, Ctra. de Utrera, Km. 1, 41013 Seville, Spain
2
Department of Applied Economics II, Faculty of Economics and Business, University of Seville, Avenida Ramón y Cajal, 1, 41018 Seville, Spain
*
Author to whom correspondence should be addressed.
Academic Editor: Maria Esposito
Int. J. Environ. Res. Public Health 2021, 18(5), 2403; https://doi.org/10.3390/ijerph18052403
Received: 28 December 2020 / Revised: 18 February 2021 / Accepted: 24 February 2021 / Published: 1 March 2021
(This article belongs to the Special Issue Effects of COVID-19: Issues on Health Economics and Education)
The use of the Internet to develop new technologies has generated a considerable change in teaching and student learning in higher education. The pandemic caused by COVID-19 has forced universities to switch from face-to-face to online instruction. Furthermore, this transfer process was planned and executed quickly, with urgent redesigns of courses originally conceived for live teaching. The aim of this work is to measure the service quality of online teaching delivered during the COVID-19 period. The methodology was based on an importance-performance analysis using a structural equations model. The data were obtained from a sample of 467 students attending a university in southern Spain. The results reveal five priority attributes of online teaching that need to be improved in order to enhance the service quality of the virtual instruction provided to students. Universities need to redefine their online format by integrating methodological and technological decisions and involving collaboration between teachers, students and administration staff and services. The results do not apply to educational institutions that exclusively teach courses online, but to those institutions that had to rapidly adapt, and shift course material originally designed for face-to-face training. View Full-Text
Keywords: service quality; higher education; online teaching; importance-performance analysis; structural equations service quality; higher education; online teaching; importance-performance analysis; structural equations
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MDPI and ACS Style

Ramírez-Hurtado, J.M.; Hernández-Díaz, A.G.; López-Sánchez, A.D.; Pérez-León, V.E. Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment. Int. J. Environ. Res. Public Health 2021, 18, 2403. https://doi.org/10.3390/ijerph18052403

AMA Style

Ramírez-Hurtado JM, Hernández-Díaz AG, López-Sánchez AD, Pérez-León VE. Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment. International Journal of Environmental Research and Public Health. 2021; 18(5):2403. https://doi.org/10.3390/ijerph18052403

Chicago/Turabian Style

Ramírez-Hurtado, José M., Alfredo G. Hernández-Díaz, Ana D. López-Sánchez, and Víctor E. Pérez-León. 2021. "Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment" International Journal of Environmental Research and Public Health 18, no. 5: 2403. https://doi.org/10.3390/ijerph18052403

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