Perceived Quality and Satisfaction with e-Learning during COVID-19: Moderating Role of co-Production

Abstract

In the context of emergency remote teaching, this study proposes a conceptual model that examines (1) the relationship between perceived quality and learner satisfaction with an e-Learning service in pandemic situation and (2) to test the moderating role of co-production of this service on this relationship. The study was conducted among 338 Tunisian students who took online classes during the second wave of COVID-19. The research uses of structural equations method (AMOS 21) to test the direct relationship and the Hayes process for the moderation test. The results show that the direct relationship between perceived quality and online learner satisfaction is significant and positive and that this relationship is positively moderated by co-production. Practical implications have finally been identified in order to improve the success of online education especially in the case of a crisis.