Service Quality Parameters of e-Learning in Higher Education
- DOI
- 10.2991/assehr.k.210715.030How to use a DOI?
- Keywords
- e-learning, parameter, service quality
- Abstract
E-learning is an electronic learning platform designed for distance learning by eliminating aspects of distance and time limitations in the education process. The purpose of this study is to discuss the parameters to analyze the e-learning service’s quality. The methodology used in this study is a qualitative approach, with the primary source of information from literature reviews. The discussion is limited to service quality parameters based on the perspective of lecturers and students in Higher Education, where service quality is a comparison between expectation and performance of e-learning. The validation process of the results of the study was carried out through Focus Group Discussions conducted by seven lecturers from the Department of Informatics, UIN Sunan Gunung Djati Bandung. The results of the discussion showed that the SERVQUAL model could be used as a logical framework in parameters to analyze e-learning service quality. These parameters are reliability, assurance, tangibles, empathy, and responsiveness. The conclusion of the study shows that the operationalization of SERVQUAL parameters in e-Learning needs to align with aspects of the process, product, and people.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Muhammad Ali Ramdhani AU - Dian Sa’adilah Maylawati AU - Tedi Priatna AU - Hamdan Sugilar PY - 2021 DA - 2021/07/17 TI - Service Quality Parameters of e-Learning in Higher Education BT - Proceedings of the 5th Asian Education Symposium 2020 (AES 2020) PB - Atlantis Press SP - 145 EP - 148 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.210715.030 DO - 10.2991/assehr.k.210715.030 ID - Ramdhani2021 ER -