An Empirical Study: Measuring the Service Quality of an e-Learning System with the Model of ZOT SERVQUAL
International Conference on E-Business and E-Government (2010)
May 7, 2010 to May 9, 2010
Significant changes in the age of information has shift the education paradigm from teacher-centered to learner-centered. Along with this paradigm shift, e-learning systems have taken an important role. However, compared with the research on the design and development of e-learning systems from different perspectives, not much of results of research on the measurement of services provided by e-learning systems have been known. By using an IS-adapted ZOT SERVQUAL model into the investigation on the users of an e-learning system and presenting results of the measurement, the study attempts to evaluate users’ satisfaction of services quality provided by the e-learning system we are using, and then provides the diagnostic suggestion on improvements for better service quality.
e-learning, SERVQUAL, service quality, Zones of Tolerance, diagnostic value, evalutation
Z. Yan, R. Wang and K. Liu, "An Empirical Study: Measuring the Service Quality of an e-Learning System with the Model of ZOT SERVQUAL," 2010 International Conference on E-Business and E-Government (ICEE 2010)(ICEE), Guangzhou, 2010, pp. 5379-5382.