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Eighth International Network Conference (INC 2010)

Eighth International Network Conference (INC 2010)
Heidelberg, Germany, July 6-8, 2010
ISBN: 978-1-84102-259-8

Title: Service Quality Assessment in Distance Learning
Author(s): Hanna V Shauchenka, Udo Bleimann, Matthias Knoll, Nathan L Clarke
Reference: pp269-277
Keywords: Service Quality, Distance Learning, Quality Models in Distance Learning, SERVQUAL
Abstract: The distance learning sector has despite of fast evolution still some vague areas. This paper addresses the problem area of distance education service quality assessment. Numerous factors, describing education service quality, are divided into two main categories: educational service quality factors and electronic service quality factor, that causes the existence of two independent quality assessment approaches. Based on the analysis of these approaches the Kansei concept is offered as the compromise theory taking into account technical, emotional, pedagogical and other aspects of distance learning phenomenon.
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