MODERATING ROLE OF GENDER IN THE IMPACT OF E-LEARNING QUALITY ON STUDENTS' SATISFACTION AND PERFORMANCE DURING COVID-19 PANDEMIC

This paper aims to examine the impact of E-learning quality on students' satisfaction and performance before and during the COVID-19 pandemic and the role of gender as a moderating variable. A descriptive and inferential approach was used where a specially designed questionnaire was distributed on a simple random sample of students enrolled in Public Security Training City in Riyadh, Saudi Arabia. Data were gathered from 352 respondents. The multiple regression analysis was used to justify the proposed hypotheses. The study found that E-learning system quality and E-learning service quality positively impacted student satisfaction, which made a significant and positive impact on student performance. Moreover, gender played a moderating role in the relationship between E-learning system quality, E-learning service quality, and student satisfaction. Finally, it was found that the relationship between all variables during COVID-19 was stronger than relationships that existed before the COVID-19 pandemic. © 2021 Conscientia Beam. All Rights Reserved.

The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19

Purpose: The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic. Design/methodology/approach: To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel. Findings: It is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19. Practical implications: This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers. Originality/value: The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection. © 2021, Emerald Publishing Limited.