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/).

Download article (PDF)

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  -