Measuring the quality of the u-learning service using the zone of tolerance SERVQUAL

Seong Jin Kim, Keon Chul Park, Hyun Sik Seo, Bong Gyou Lee

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Citations (Scopus)

Abstract

The purpose of this study is to analyze diverse factors that affect service quality of Digital textbook service. The ZOT(Zone of Tolerance) SERVQUAL has been applied to develop the research model. Users of the Digital textbook service were selected as subjects for the sample frame. A total of 115 surveys from over 112 schools were collected and used as data for analysis. Results of the survey by SPSS Win Ver. 12.0 showed that the perceived level of service quality in terms of reliability is particularly low, and is quite different from adequate quality. This paper suggests useful guidelines to education providers for improving their public u-Learning environment.

Original languageEnglish
Title of host publicationTechnology Enhanced Learning
Subtitle of host publicationQuality of Teaching and Educational Reform - First International Conference, TECH-EDUCATION 2010, Proceedings
Pages510-516
Number of pages7
DOIs
Publication statusPublished - 2010 Oct 21
Event1st International Conference on Reforming Education, Quality of Teaching and Technology-Enhanced Learning: Learning Technologies, Quality of Education, Educational Systems, Evaluation, Pedagogies, TECH-EDUCATION 2010 - Athens, Greece
Duration: 2010 May 192010 May 21

Publication series

NameCommunications in Computer and Information Science
Volume73 CCIS
ISSN (Print)1865-0929

Other

Other1st International Conference on Reforming Education, Quality of Teaching and Technology-Enhanced Learning: Learning Technologies, Quality of Education, Educational Systems, Evaluation, Pedagogies, TECH-EDUCATION 2010
CountryGreece
CityAthens
Period10/5/1910/5/21

All Science Journal Classification (ASJC) codes

  • Computer Science(all)
  • Mathematics(all)

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  • Cite this

    Kim, S. J., Park, K. C., Seo, H. S., & Lee, B. G. (2010). Measuring the quality of the u-learning service using the zone of tolerance SERVQUAL. In Technology Enhanced Learning: Quality of Teaching and Educational Reform - First International Conference, TECH-EDUCATION 2010, Proceedings (pp. 510-516). (Communications in Computer and Information Science; Vol. 73 CCIS). https://doi.org/10.1007/978-3-642-13166-0_72