Measuring learner satisfaction in e-learning using SERVQUAL

Ku, Hee-Jin; Park, Young-Taek

Journal of Korean Society for Quality Management > Volume 38(2); 2010 > Article

Journal of Korean Society for Quality Management 2010;38(2): 161-.

SERVQUAL을 이용한 이러닝 학습자의 만족도 평가에 관한 연구

구희진¹, 박영택²

¹(주)경봉
²성균관대학교 시스템경영공학과

Measuring learner satisfaction in e-learning using SERVQUAL

Hee-Jin Ku¹, Young-Taek Park²

¹KyoungBong Co. Ltd.
²Sungkwunkwan University

ABSTRACT

Diffusion of e-learning has been accelerated according as the convenience and effectiveness have been increased rapidly due to the advancement of information technology. However, there has been few studies on systematic evaluation of its performance. SERVQUAL model was applied to evaluate the service quality of a 100% on-line lecture opened in a major Korean university. Two classes, one for 71 undergraduate students, the other for 79 graduate students, were opened for the lecture. The gaps between the expected service and the perceived service scores were compared with respect to sex, age, and e-learning experience. Although the gap score of male and female students were not different significantly, the gap scores among the other comparative groups were different. The perceived score of the older group with more than thirty ages was lower than that of the younger group. It seems that the older group evaluated the score based on the practical use of the subject since they are part-time students with jobs. Also, the perceived score of the group with previous e-learning experience was higher than that of the group with no e-learning experience. It seems that the experienced group evaluated it compared with the previous e-learning satisfaction. As it might be expected, the groups with higher perceived scores had stronger intention to recommend the e-learning lecture to other students.

Key Words: SERVQUAL;