# Exploring the Determinants of Service Quality of Cloud E-Learning System for Active System Usage
## 2 Theoretical Foundation of Framework  
E-Learning has increased steadily with several new technologies and ICT tools, such as computers, laptops, and highly configurable smartphones and tablets for teaching and learning services. A new technology created new opportunities for the education system. Earlier, physical presence was needed for receiving learning material; today, all types (audio, video, text etc.) of learning material are readily available due to the internet-based E-Learning system for self-paced learning [8]. Researchers defined E-Learning systems as \"an information system that can integrate a wide variety of instructional material (via audio, video, and text mediums) conveyed through e-mail, live chat sessions, online discussions, forums, quizzes, and assignments\" [25]. In the present study, E-Learning is considered as an Information System (IS), and its success is regarded as an IS success.  
Widespread literature has been reviewed to understand the current trends, theories, and models of IS technology acceptance and important factors for university level usage of E-Learning. Different researchers have used different factors from different models to measure the service quality of E-Learning. Some researchers applied SERQUAL [26; 27], Unified Theory of Acceptance and Use of Technology (UTAUT) [21], Technology Acceptance Model (TAM) [8; 20; 28] and DeLone and McLean [6; 15; 29]. The details of the different models used by different researchers are given in Appendix B.  
After an extensive literature review, we found that further research is needed to find the actual use of E-Learning systems by Saudi university students; as well, it is also essential to know the critical factors from different models which were frequently used in various studies. These factors were examined, analyzed, and further assessed. Initially, sixteen items are selected for further discussion with decision-makers (DMs), who are expert practitioners in E-Learning teaching-learning systems. A single decision-maker (DM) may give a prejudiced personal view, which may result in an inaccurate decision. To eradicate prejudices in decision-making, the final factors were selected with the help of three DMs who know and use E-Learning systems.  
The final factors were selected by the two-stage process, initially through systematic literature review. Secondly, thorough expert opinions were taken from expert decision-makers. Different perceptions such as service quality, information quality, peers' influence and system usage comfortability were also carefully considered for evaluating the success of the E-Learning system. A Nominal group technique (NGT) was adopted to combine SERQUAL and other models such as DeLone and McLean, UTAUT and TAM to propose an E-Learning SQ Model (E-LSQM) by assimilating five constructs, as shown in Figure 1. The proposed model plays a vital role in exploring the effect of E-Learning service quality. The proposed model comprises of four independent variables/factors (IVs) and one dependent variable/factor (DV). Reliability is derived from SERQUAL, and InformationFigure 1 depicts the E-Learning SQ Model (E-LSQM). The following sub-sections further explain the selected constructs.