Understanding Chinese Students’ Regular Use of Netease Youdao Dictionary in Malaysian Universities through Service Quality: The Mediating Role of Satisfaction and Learning Motivation
List of Authors
Mohamad Nasir Saludin, Wenjing Yang
Keyword
Service Quality; Satisfaction; Learning Motivation; Digital Dictionary; International Students
Abstract
This study aims to explore the regular use of the Netease Youdao Dictionary among Chinese students studying in Malaysian universities, focusing on the role of service quality dimensions in shaping user satisfaction, learning motivation, and continued usage intentions. Method: Adopting a conceptual approach, the study draws upon the Technology Acceptance Model (TAM) as the theoretical foundation. Service quality factors such as perceived usefulness, perceived ease of use, information quality, and system quality are integrated with customer satisfaction and learning motivation to propose a framework explaining sustained usage behavior. The conceptual framework posits that service quality directly influences satisfaction, which in turn enhances learning motivation. Learning motivation significantly predicts the intention to use the dictionary app and also mediates the relationship between satisfaction and usage intention. Furthermore, service quality factors are proposed to directly affect usage intention, highlighting their central role in technology adoption. This study contributes theoretically by extending TAM with satisfaction and motivation constructs in the context of educational technology adoption. Practically, it provides valuable insights for developers to enhance app features and for universities to better support international students through reliable digital learning tools.