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

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.

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.

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.

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.