Towards integrating quality in theoretical models of acceptance: An extended proposed model applied to e‐learning services
Authors: Malanga Andrea Cristina Micchelucci , Bernardes Roberto Carlos , Borini Felipe Mendes , Pereira Rafael Morais , Rossetto Dennys Eduardo 
Published: November 2021

AbstractThe use of e‐learning services is growing in different contexts, especially in the COVID‐19 pandemic. This study aims to examine students’ acceptance of and intention to use Learning Management Systems (LMSs) for university education in Brazil using the extended technology acceptance model, unified theory of acceptance and use of technology (UTAUT), integrating quality construct adapted from the Service Quality Evaluation Model (ServQual). Examining a large sample (n = 1237) of students in Brazil through questionnaires, we investigate the behaviour of the users concerning the factors that influence the technology acceptance and the intention of the use in an e‐learning system. Results show that intention to use an LMS is affected by the facilitating conditions (skilful, workable and easy to use), social influence (remarkable, preference for use and relevance), habit (routine, enjoyable and entertaining) and quality (reliable, tangibility, responsiveness and assurance), but not for effort expectancy (agility, knowledge and productivity). Our research findings suggest fostering replicate the model in different universities and countries understanding potential differences.
Practitioner notesWhat is already known about this topic

E‐learning is growing, and its success is directly related to students’ intention and retention of users.
Unified theory of acceptance and use of technology (UTAUT) is an approved model that explains new system adoption and use.
There are several tools to evaluate the quality of e‐learning.
ServQual is an approved model that explains the perceived quality service.
What this paper adds

The results of this research proved that facility conditions, social influence, habit and quality were the key and fundamental characteristics of Learning Management Systems.
This paper provides advice for decision makers in universities who want to integrate quality in Learning Management Systems.
A new validated model extending the UTAUT and ServQual models applied for acceptance, adoptions and use intention for e‐learning services.
E‐learning resources should include quality content beyond technology facilities to increase students’ adoption and use intention successfully.
Implications for practice and/or policy

The paper concludes with advice for decision makers in universities who want to implement or maintain an e‐learning programme.
Managers must pay attention not only to the Learning Management Systems’ information technology attributes (eg, ease of use of the systems, fast access, speed of access and navigation of the systems, training, etc) but also to how to improve quality in e‐learning resources like manuals, an online FAQ, forums, professor support to strengthen the acceptance and e‐learning adoption.
Facility conditions, social influence, habit and quality are important constructs that support students’ Learning Management System use intention.