Abstract
This specification is aimed to apply gap model of service quality in the context of e-learning. First, a conceptual model of service quality of e-learning is firstly suggested in which a set of elements are identified. Second, a standardized framework and scale for measuring service quality is developed. Third, we will apply principles of TQM and thought of ISO9000:2000 in e-learning service quality management and develop a valid dynamic process management model to ensure service quality of e-learning. Last, we will develop a specification for e-learning service quality management to monitor and review service quality in e- learning to prompt improvement management and instruction of e-learning institution to provide better service.
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© 2004 Springer-Verlag Berlin Heidelberg
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Yi, Z., Zhiting, Z., **aoyong, H., Qing, L. (2004). Specification for Service Quality Management System of e-Learning. In: Liu, W., Shi, Y., Li, Q. (eds) Advances in Web-Based Learning – ICWL 2004. ICWL 2004. Lecture Notes in Computer Science, vol 3143. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-27859-7_52
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DOI: https://doi.org/10.1007/978-3-540-27859-7_52
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-22542-3
Online ISBN: 978-3-540-27859-7
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