@inproceedings{4853858f127949278225288318b753f4,
title = "An empirical study: Measuring the service quality of an e-learning system with the model of ZOT SERVQUAL",
abstract = "Significant changes in the age of information has shift the education paradigm from teacher-centered to learner-centered. Along with this paradigm shift, e-learning systems have taken an important role. However, compared with the research on the design and development of e-learning systems from different perspectives, not much of results of research on the measurement of services provided by e-learning systems have been known. By using an IS-adapted ZOT SERVQUAL model into the investigation on the users of an e-learning system and presenting results of the measurement, the study attempts to evaluate users' satisfaction of services quality provided by the elearning system we are using, and then provides the diagnostic suggestion on improvements for better service quality.",
keywords = "Diagnostic value, E-learning, Evalutation, SERVQUAL, Service quality, Zones of tolerance",
author = "Ruobin Wang and Zhijun Yan and Kecheng Liu",
year = "2010",
doi = "10.1109/ICEE.2010.1345",
language = "English",
isbn = "9780769539973",
series = "Proceedings of the International Conference on E-Business and E-Government, ICEE 2010",
publisher = "IEEE Computer Society",
pages = "5359--5364",
booktitle = "Proceedings of the International Conference on E-Business and E-Government, ICEE 2010",
address = "United States",
}