Perception of E-service Quality Influence in Higher Education Institutions: A Stakeholder Approach

Abstract

This study aims to explore the perception of e-service quality in higher education through the lens of various stakeholders, including students, professors, and administrators. Employing a qualitative methodology, semi-structured interviews were conducted to gather insights from participants. Analysis of the data revealed several key findings. Students value e-services that provide easy access to resources and personalized support but express dissatisfaction with technical issues and lack of customization. Professors emphasize the importance of user-friendly platforms and efficient communication tools while highlighting concerns about resource adequacy. Administrators recognize the significance of e-service quality in institutional reputation but acknowledge persistent challenges, such as resource limitations. These results highlight the multifaceted nature of e-service quality perception in higher education and underscore the need for continuous improvement efforts to enhance service quality and meet the diverse needs of stakeholders.