14

This article examines the influence of perceived quality of service on learners’ reactions to a virtual learning platform. To accomplish this, the authors conduct a quantitative empirical study using a teaching innovation recently deployed in some programs of a French business school as a case study. Data was collected from a sample of 457 learners who used the platform between September and December 2019. The main results show that the perceived quality of service provided by 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).