Zoom Service Quality and User Satisfaction in AI-Enhanced Online Learning and Professional Meetings in Bangladesh

This study investigates the associations of platform reliability and responsiveness with satisfaction among Zoom users engaged in online learning and professional meetings in Bangladesh. Integrating the service-quality perspective with expectation-confirmation reasoning, the article evaluates two core service-quality dimensions while examining ease of use and interactivity in a prespecified supplementary model. The Group 8 workbook contains 400 numbered records, of which 385 have populated survey responses and 15 are blank. Analysis of the 385 complete records uses descriptive statistics, internal-consistency diagnostics, Pearson correlations, and ordinary least-squares regression with heteroskedasticity-robust HC3 confidence intervals. Reliability (M = 3.858), responsiveness (M = 3.641) and satisfaction (M = 3.797) were above the scale midpoint. Reliability and responsiveness were positively associated with satisfaction in the primary model (B = 0.206 and 0.206, respectively; both p < .001), which explained 10.9% of the variance. In an extended model, ease of use and interactivity were also positively associated with satisfaction, increasing explained variance to 15.7%. Nevertheless, Cronbach’s alpha ranged from .423 to .482 for the three focal measures, indicating substantial measurement limitations. Findings offer a cautious service-quality diagnostic rather than confirmation of a validated latent-variable model. The article identifies responsiveness and interaction design as potential priorities for improving Zoom-mediated learning and meetings, while emphasizing the need for improved measurement and independently documented recruitment and consent procedures.