L'influence de la qualité de service de la plateforme d'enseignement en ligne sur les réactions des apprenants

This article examines the influence of the perceived quality of service of a virtual learning platform on learners’ reactions. To accomplish this, the authors conduct a quantitative empirical study using a case study of pedagogical innovation recently deployed in some programs of a French business school. Data are collected from a sample of 457 learners, who were users of the platform between September and December 2019. The main results show that the perceived service quality of the virtual learning platform (quality of information, platform design, support, and overall quality of the platform) has a positive influence on learners’ reactions (satisfaction, attitude toward the platform, and intention to recommend the platform and use it in the future).