Please use this identifier to cite or link to this item:
Full metadata record
DC FieldValueLanguage
dc.contributor.authorMartínez Argüelles, María Jesús-
dc.contributor.authorCastán Farrero, José María-
dc.contributor.authorJuan Pérez, Ángel Alejandro-
dc.contributor.otherUniversitat Oberta de Catalunya (UOC)-
dc.contributor.otherUniversitat de Barcelona-
dc.identifier.citationMartínez-Argüelles, M., Castán, J. & Juan, A. (2010). How do students measure service quality in e-learning? A case study regarding an internet-based university. Electronic Journal of e-Learning, 8(2), 151-160.-
dc.description.abstractThis article discusses the importance of measuring how students perceive quality of service in online higher education. The article also reviews the existing literature on measuring users' perceptions about quality in e-services. Even when there are a lot of articles on this matter, none of them focuses on e-learning services, so this paper tries to fill that gap. The article proposes using the Critical Incident Technique to perform a qualitative analysis, which contributes to identify the main dimensions and categories that contribute to students' perception of service quality. A case study, regarding a completely online university, is presented and the proposed model is used to obtain some preliminary research results. Among these, key quality dimensions from a student point of view are identified. Some of these dimensions are: learning process, administrative processes, teaching materials and resources, etc. After discussing the research results, a list of recommendations for university managers is formulated. We believe that both the proposed methodology and the case-study recommendations can be of potential interest for managers of several universities offering online higher-education worldwide.en
dc.publisherElectronic Journal of e-Learning-
dc.relation.ispartofElectronic Journal of e-Learning, 2010, 8(2)-
dc.rightsCC BY-
dc.subjectonline higher educationen
dc.subjectperceived service qualityen
dc.subjectcritical incident techniqueen
dc.subjectqualitative data analysisen
dc.subjectensenyament superior en líniaca
dc.subjectenseñanza superior en líneaes
dc.subjectcalidad de servicio percibidaes
dc.subjectqualitat del servei percebudaca
dc.subjecttécnica de incidente críticoes
dc.subjectanálisis de datos cualitativoses
dc.subjectanàlisi qualitativa de dadesca
dc.subject.lcshWeb-based instructionen
dc.titleHow do students measure service quality in e-learning? A case study regarding an internet-based university-
dc.subject.lemacEnsenyament virtualca
dc.subject.lcshesEnseñanza virtuales
Appears in Collections:Articles

Files in This Item:
File Description SizeFormat 
Martinez_Arguelles_EJEL_How_do_students.pdf500.55 kBAdobe PDFView/Open

This item is licensed under a Creative Commons License Creative Commons