نوع مقاله : مقاله پژوهشی
نویسندگان
1 استادیار دانشکدۀ مدیریت دانشگاه تهران
2 دکتری مدیریت آموزشی دانشگاه تهران
3 معاون آموزشی موسسه آموزش عالی مهرالبرز
4 کارشناس ارشد دانشگاه مهرالبرز
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
Purpose: to provide a model for measuring the services quality from the views of student as the main customer in e-learning institutions with regard to the special features of this university and e-learning approach.
Methods: In this study, after reviewing the literature on service quality in different areas, 42 main factors affecting the quality of e-universities service has been extracted and After receiving expert opinions, the final version (based of badroalkhan model) consists of eight factors; pedagogical , technical, communication, evaluation, administration, support resources, ethical and institutional.
Validity and Reliability of the questionnaire were confirmed through the content validity and Cronbach's alpha. The questionnaire was developed based on the identified indicators and then was distributed in the population consisting of390students of the Institute in electronic form and Finally, 198 questionnaires returned to the researchers, and the results were analyzed.
Results: The results of structural analysis showed the model generally and indicate that institutional factor is the most correlation with service quality whereas administrative factor is the lowest. Also the student of Merhalborz institute have the most satisfaction of moral factors and the lowest one of the evaluation.
کلیدواژهها [English]
Abdullah, F. (2005). HEdPERF versus SERVPERF: the quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4): 305-28
Aldridge, S. & Rowley, J. (1998). Measuring customer satisfaction in higher education. Quality Assurance in Education, 6(4): 197-204
Arkorful, V. & Abaidoo, N. (2015). The role of e-learning, advantages and disadvantages of its adoption in higher education. Instructional Technology, 12(1): 29-77
Barker, K. (1999). Quality guidelines for technology-assisted distance education. Retrieved 24 July, 2006, from FuturEd Consulting Education Futurists
Bauer, P. & Fedak, V. (2004, September). Educational visualization of different aspects for power circuits and electrical drives. In 11th International Power Electronics and Motion Control Conference, EPE-PEMC , 4: 2-4
Castle, S. R. & McGuire, C. (2010). An analysis of student self-assessment of online, blended, and face-to-face learning environments: Implications for sustainable education delivery. International Education Studies, 3(3): 36
Cronin,J.J.& Taylor, S. A. (1992) .Measuring service quality: a re-examination and extension . Journal of Marketing, 56(3) : 55-68
Doherty, W. (2006). An analysis of multiple factors affecting retention in Web-based community college courses. The Internet and Higher Education, 9(4): 245-255
Gary, F. T. & Terry, A. B. (2003). Determinants of the relative Advantage of a structured SDM during the adoption stage of implementation. Information Technology and Management, 20: 409–428
Hassanzadeh A. & Kanaani F. & Elahi S.(2012) . A model for measuring e-learning systems success in universities. Expert Systems with Applications, 39(12) : 10959- 10966
Ho, S.K. & Wearn, K. (1996) . A higher education TQM excellence model: HETQMEX .Quality Assurance in Education, 4(2) : 35–42
Ibrahim, O. (2015). Suggested Model for E-learning Quality service. Journal Of Business Management & Social Sciences Research, 4(1): 54-58
International Association for K-12 Online Learning (iNACOL). (2011). National standards for quality online teaching. Vienna, VA
Lien, N. H. & Kao, S. L.(2008.).The Effects of Service Quality Dimensions on Customer Satisfaction Across Different Service Types: Alternative Differentiation As a Moderator. Advances in Consumer Research, 35: 522-526
Levy, Y. (2007). Comparing dropouts and persistence in e-learning courses. Computers & education, 48(2): 185-204
Kelly, T. & Bauer D. (2004). Managing Intellectual capital via e-learning at Cisco, C. Holsapple (Ed.). Handbook on knowledge management 2: Knowledge directions, Springer, Berlin, Germany: 511–532
Ladhari R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6):464-477.
Marshall, S. & Mitchell, G. (2005). E-Learning Process Maturity in the New Zealand Tertiary Sector. Paper presented at the EDUCAUSE in Australasia 2005 Conference :Auckland, April 5-8
Martínez-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
Masoumi, D. (2010). Quality in E-learning in a Cultural Context: The case of Iran.
Doctoral Theses from University of Gothenburg, Gothenburg Studies in Educational Sciences
Min, S. & Khoon, C.C. (2013). Demographic Factors in the Evaluation of Service Quality in Higher Education. International Student‘s Perspective, International Journal of Marketing Studies , 6(1) : 75-90
Mosavi, S.A. (2011). Educational Evaluation style sheet of Mehr Alborz University. Tehran : Mehr Alborz (not published)
Mothibi, G. (2015). A Meta-Analysis of the Relationship between E-Learning and Students’ Academic Achievement in Higher Education. Journal of Education and Practice, 6(9): 6-9
Parasuraman, A. & Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implication. Journal of Marketing ,49(4): 41-50
Parasuraman, A. & Zeithaml, V.A. & Berry, L.L. (1988) .SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1):12-40
Parasuraman, A. & Zeithaml,V.A.& Malhotra,A.(2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research ,7(3): 213–233
Rowley J. (1996) .Measuring Quality in Higher Education. Quality in Higher Education, 2(3):237-255
Rowley, C. (2003) .National labor relations in internationalized markets: a comparative study of institutions, change and performance. International Journal of Human Resource Management, 14(2):355-8
Sugant R.)2014). A Framework for Measuring Service Quality of E-Learning Services. Proceedings of the Third International Conference on Global Business, Economics, Finance and Social Sciences ,(GB14Mumbai Conference) Mumbai, India. 19-21 December 2014
Subrahmanyam, A. & Raja Shekhar B. (2014). HiEduQual: An Instrument for Measuring the Critical Factors of Students’ Perceived Service Quality. Management Science and Engineering , 8(2) : 102-108
Shaik, N.; Lowe, S. & Pinegar K. (2006). DL-sQUAL: A multiple-item scale for measuring service quality of online distance learning programs. Online Journal of Distance Learning Administration, IX(II)
UPPAL, M. A.; GULLIVER, S. R. & Ali, S. (2015). Factors Determining E-Learning Service Quality. Advances in Computers and Technology for Education conference, Dubai.16-18 October 2015
Venkataraman,S. & Sivakumar,S. (2015). Engaging students in Group based Learning through e-learning techniques in Higher Education System. International Journal of Emerging Trends in Science and Technology, 2(01):112-119
Wang, Y. S. (2003). Assessment of learner satisfaction with asynchronous electronic
learning systems. Information and Management, 41(1): 75-86
Wang, R. & Yan, Z. & Liu, K. (2010). 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 ; Guangzhou : E-Business and E-Government (ICEE), 2010 International Conference on
Wen, W. S. (2010). Linking Bayesian networks and PLS pat modeling for causal analysis. Expert Systems with Applications, 37:134–139
Wu, H. & Lin, H. (2012). A hybrid approach to develop an analytical model for enhancing the service quality of e-learning. Computers & Education , 58(4) : 1318-1338
Zeithaml, V. & Berry, L.L. & Parasuraman, A. (1993). The Nature and Determinants of Customer Expectations of Service Quality. Journal of the Academy of Marketing Science,21(1) : 1-12
Zeithaml, V. A.; Parasuraman, A. & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science,30(4):362-375
)