Abstract

To build an effective learning environment, higher education institutions would benefit from a deeper knowledge of the dynamics of technical support services in online learning. These services can help ensure that the online learning environment is more efficient and successful for educators and students. The proliferation of useful technical support tools is essential to improving learning effectiveness, educational accessibility, achieving good academic results, and standing out in the marketplace. This study draws on data from 366 students at a southwestern university in the United States. Structural equations modeling was employed to measure the relationships between technical support services, student engagement, instructor online competence, and student personal innovativeness. The results support that implementing technical support services directly impacts students’ perceptions of instructor online competence and student engagement. In addition, students’ personal innovativeness is positively related to the perceptions of adequate technical support services. The findings provide a basis for discussing optimal organizational strategies for leveraging technical support services to achieve positive student learning outcomes in higher education institutions.