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Title: Las dimensiones de la calidad del servicio percibida en entornos virtuales de formación superior
Other Titles: Dimensions of perceived service quality in higher education virtual learning environments
Author: Martínez Argüelles, María Jesús
Blanco Callejo, Miguel
Castán Farrero, José Maria
Others: Universitat Oberta de Catalunya. Estudis d'Economia i Empresa
Universidad Rey Juan Carlos
Universitat de Barcelona
Keywords: virtual learning environments
quality dimensions
perceived service quality
Issue Date: 15-Jan-2013
Publisher: RUSC. Revista de Universidad y Sociedad del Conocimiento
Citation: Martínez Argüelles, M.J., Blanco Callejo, M. & Castán Farrero, J. (2013). Las dimensiones de la calidad del servicio percibida en entornos virtuales de formación superior. RUSC. Revista de Universidad y Sociedad del Conocimiento, 10(1), 268-285. doi: 10.7238/rusc.v10i1.1411
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Abstract: Virtual learning environments (VLEs) make intensive use of information and communication technologies (ICTs) to underpin the delivery of basic higher education institution functions (teaching, administrative procedures, materials distribution, etc.), and are a characteristic feature of today's educational context. The spread of e-learning and of competence in this field has given rise to growing concerns about the quality of this service. It is therefore vital to develop systems, models and scales that allow institutions to obtain valid, reliable and consistent measurements of the quality of educational services provided by means of VLEs. That is the basic aim of the work described in this article. Taking the literature on perceived service quality (PSQ) as its point of reference, and also a holistic approach to educational services, it presents a scale model that allows PSQ in such environments to be measured. The scale is formed by 24 items grouped into four dimensions: core business (teaching), facilitative or administrative services, support services and user interface.
Language: Spanish
ISSN: 1698-580XMIAR
Appears in Collections:2013, vol. 10, núm. 1

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