Perception of employees toward e-learning service quality: exploratory factor analysis
Industrial and Commercial Training
ISSN: 0019-7858
Article publication date: 19 October 2017
Issue publication date: 21 November 2017
Abstract
Purpose
The purpose of this paper is to evaluate the employee’s perception toward e-learning programs or services and to explore the attribute for improvements.
Design/methodology/approach
For this study, 294 employees from four different types of banks in North India were selected as respondents. Four types of banks were considered – government bank, private bank, foreign bank, and cooperative bank. The respondents were asked to give their responses as per their perceptions toward e-learning on a five-point Likert scale.
Findings
Although e-learning has not been able to fulfill its promise in revolutionizing corporate training in India, there is little doubt that in future the mode of learning will play a major role in human resource development in India because the research carried out on the successful implementation of e-learning is mostly in the western part of world.
Originality/value
The present study provides a useful insight about employee perceptions on the effectiveness of e-learning, which ultimately improves the e-service quality and results in the improvement of satisfaction of customers in the online banking sector.
Keywords
Acknowledgements
The authors want to extend their gratitude toward the Editor Dr David McGuire and the anonymous reviewers for their helpful and valuable suggestions and comments that improved the quality of this work significantly.
Citation
Agrawal, V., Agarwal, S. and Agrawal, A.M. (2017), "Perception of employees toward e-learning service quality: exploratory factor analysis", Industrial and Commercial Training, Vol. 49 No. 7/8, pp. 350-356. https://doi.org/10.1108/ICT-06-2017-0042
Publisher
:Emerald Publishing Limited
Copyright © 2017, Emerald Publishing Limited