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

doi:10.1007/978-3-642-13166-0_72

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

Graduate School of Information

Research output: Chapter in Book/Report/Conference proceeding › Conference 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 language	English
Title of host publication	Technology Enhanced Learning
Subtitle of host publication	Quality of Teaching and Educational Reform - First International Conference, TECH-EDUCATION 2010, Proceedings
Pages	510-516
Number of pages	7
DOIs	https://doi.org/10.1007/978-3-642-13166-0_72
Publication status	Published - 2010
Event	1st 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 19 → 2010 May 21

Publication series

Name	Communications in Computer and Information Science
Volume	73 CCIS
ISSN (Print)	1865-0929

Other

Other	1st International Conference on Reforming Education, Quality of Teaching and Technology-Enhanced Learning: Learning Technologies, Quality of Education, Educational Systems, Evaluation, Pedagogies, TECH-EDUCATION 2010
Country/Territory	Greece
City	Athens
Period	10/5/19 → 10/5/21

All Science Journal Classification (ASJC) codes

Computer Science(all)
Mathematics(all)

Access to Document

10.1007/978-3-642-13166-0_72

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

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title = "Measuring the quality of the u-learning service using the zone of tolerance SERVQUAL",

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.",

author = "Kim, {Seong Jin} and Park, {Keon Chul} and Seo, {Hyun Sik} and Lee, {Bong Gyou}",

year = "2010",

doi = "10.1007/978-3-642-13166-0_72",

language = "English",

isbn = "3642131654",

series = "Communications in Computer and Information Science",

pages = "510--516",

booktitle = "Technology Enhanced Learning",

note = "1st International Conference on Reforming Education, Quality of Teaching and Technology-Enhanced Learning: Learning Technologies, Quality of Education, Educational Systems, Evaluation, Pedagogies, TECH-EDUCATION 2010 ; Conference date: 19-05-2010 Through 21-05-2010",

}

Kim, SJ, Park, KC, Seo, HS & Lee, BG 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. Communications in Computer and Information Science, vol. 73 CCIS, pp. 510-516, 1st 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, 10/5/19. https://doi.org/10.1007/978-3-642-13166-0_72

Measuring the quality of the u-learning service using the zone of tolerance SERVQUAL. / Kim, Seong Jin; Park, Keon Chul; Seo, Hyun Sik et al.
Technology Enhanced Learning: Quality of Teaching and Educational Reform - First International Conference, TECH-EDUCATION 2010, Proceedings. 2010. p. 510-516 (Communications in Computer and Information Science; Vol. 73 CCIS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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AB - 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.

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

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