Measuring the service quality of digital textbook for u-learning service

The purpose of this study is to analyse diverse factors that affect service quality of digital textbook service. The zone of tolerance (ZOT) SERVQUAL has been applied to compare user's expectation about adequate service quality and desired service quality with perceived service quality. Users of the digital textbook service, teachers who teaches the class using digital textbook system and related ubiquitous devices implemented in the sample schools, 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 v12.0 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.