Evaluating Quality of E-learning Technology From a Service Quality Perspective

• Main Authors: LI,KUAN-HUA, 李冠樺
• Other Authors: YEH,KENG-JUNG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/76382306651788669310

碩士 === 國立中正大學 === 資訊管理系研究所 === 104 === 　　With the evolution of information communication technology, the characteristic of e-learning courses change rapidly, and it is now an indispensable way of learning. We discuss the concepts related to e-learning. And in response to the learning and teaching feature of e-learning courses, we focus on the user of formal interactive learning courses. The theory of service quality will be applied in the subject model of e-learning. 　　To design appropriate scale, we emphasize both literature review and field interviews, and follow the steps of scale development (Benlian, Koufaris, & Hess, 2011). We use Brady and Cronin Model(Brady & Cronin, 2001), a measurement of service quality, as theoretical basis. We utilize SITEQUAL(Yoo & Donthu, 2001), three classification of interaction(Kuo, Walker, Schroder, & Belland, 2014), and perceived needs fulfilment(Yeh & Teng, 2012) as theoretical bases for three primary dimensions in the measurement model. Furthermore, we use IS Success Model(DeLone & McLean, 2003) to construct the structure model. 　　Data analysis from 277 students shows that all sub-dimensions play a significant role in primary dimension. Three primary dimensions have significant influence on perceived e-learning quality, which in turn affects learners’ satisfaction and future intentions to enroll in e-learning courses. We emphasize how to improve the service quality of e-learning by cognitive perspective of users, and realize which factors will affect the overall quality. This study make recommendations to the development of e-learning related industries. Keywords: E-learning, Service Quality, E-learning Service Quality (ELSQ)