Perception of employees toward e-learning service quality: exploratory factor analysis

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.