Using SERVQUAL to assess the quality of e-learning experience

Udo, Godwin J.; Bagchi, Kallol; Kirs, Peeter

doi:10.1016/j.chb.2011.01.009

Cited by 161 publications

(180 citation statements)

References 56 publications

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“…Keney e Khanfar (2009) relacionaram a percepção de qualidade do aluno com custos de mudança de instituição e intenção de recompra de cursos da mesma escola. Udo et al (2011) avaliaram as cinco dimensões da qualidade como antecedentes da qualidade geral e a influência da qualidade geral sobre a satisfação e a lealdade do aluno de cursos online.…”

Section: Qualidade Em Serviçosunclassified

Avaliação de serviços bancários no segmento de alta renda na cidade de São Paulo

Gouvêa¹,

Masano²,

Mantovani³

2017

ReA UFSM

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Este estudo apresenta uma avaliação das expectativas e das percepções de clientes bancários na categoria de pessoa física e no segmento de alta renda no município de São Paulo. Uma pesquisa quantitativa com 190 entrevistados foi realizada considerando atributos de serviços bancários, assim como modelos e escalas fornecidos pela literatura relevante. As escalas de qualidade e de satisfação foram analisadas em termos de confiabilidade e validade. A escala recomendada pelo modelo SERVPERF mostrou-se a mais adequada aos resultados coletados junto aos clientes bancários de alta renda. Adicionalmente, encontrouse que, de um modo geral, as expectativas dos clientes são elevadas e há alguns atributos com grandes defasagens, considerando as percepções e as expectativas associadas aos mesmos. Estes resultados podem fornecer direções relevantes aos bancos que pretendem melhorar a qualidade de seus serviços.

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Section: Qualidade Em Serviçosunclassified

Avaliação de serviços bancários no segmento de alta renda na cidade de São Paulo

Gouvêa¹,

Masano²,

Mantovani³

2017

ReA UFSM

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“…The SiteQual method [40] came into being as a combination of the SERVQUAL [41] and Data Quality [42] models. The SERVQUAL model was to reflect service quality, whereas Data Quality was to be responsible for information quality.…”

Section: A Website Evaluation Methodsmentioning

confidence: 99%

PEQUAL - E-commerce websites quality evaluation methodology

Wątróbski

Ziemba

Jankowski

et al. 2016

Annals of Computer Science and Information Systems

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Abstract-Website quality evaluation is an important research task. Evolution and a growing set of available methods are observed. The article presents the authors' evaluation methodology of the quality of websites named PEQUAL. The formal foundation of the proposed methodology is the broadening of the classical EQUAL method with aspects of preference modelling and evaluation aggregation used in Multi-Criteria Decision Analysis (MCDA). Its empirical verification has been carried out for top e-commerce websites. The conducted research has revealed significant practical possibilities of analysis and interpretation of obtained final rankings.

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“…In fact, Ladhari [2] showed that the five dimensions of SERVQUAL have been retained in many of the other thirty industry-specific service quality measurement scales he reviewed, and most other techniques also focused on functional (process-related) quality rather than on technical (outcome-related) quality. SERVQUAL still appears popular, and has recently been used to measure perceived service quality in diverse industries -for example, by Udo et al [15] in e-learning, Wilson et al [16] in food and agribusiness, and Shekarchizardeh [17] in tertiary education.…”

Section: Review Of Servqual and Its Link To Servperfmentioning

confidence: 99%

Assessment of the quality of service provided by a national regulatory institution

Adetunji¹,

Yadavalli²,

Malada

2013

sajie

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Government institutions need to assess how well they meet the needs of their customers, and what their customers think about the quality of the services they provide. This is aligned with the 'Batho Pele' principle of the South African government. The SERVQUAL scale, augmented with a qualitative survey, was used to determine how the National Home Builders Registration Council (NHBRC) is perceived by its clients, which key factors drive such perceptions, and whether the perceptions are consistent across the different client groups of this regulatory institution. The complementary role of qualitative data in illuminating issues driving quantitative results is highlighted. Service quality scores are computed for the NHBRC. The convergence of opinions of different customer groups was studied using correlation analysis. The significance of service quality perception gaps was tested using the multivariate analysis of variance, and the reliability of the SERVQUAL scale was examined using exploratory factor analysis. It was observed that by improving the feedback mechanism of the NHBRC, their clients' customer service quality perceptions could be enhanced. OPSOMMINGStaatsinstansies moet vasstel hoe goed daar voldoen word aan die verwagtinge van hulle kliënte en wat die opinie van hulle kliënte is aangaande die kwaliteit van die diens wat gelewer word. Dit is belyn met die 'Batho Pele'-beginsel van die Suid-Afrikaanse regering. Die SERVQUAL-skaal , aangevul met 'n kwalitatiewe opname, is gebruik om te bepaal hoe die NHBRC waargeneem word deur sy kliënte, watter faktore hierdie persepsies skep en of die perspesies konsekwent voorkom in die verskillende kliënte-groepe van hierdie regulatoriese instansie. Die komplimentêre rol wat kwalitatiewe data speel om lig te werp op die kwantitatiewe resultate word uitgewys. Verskeie statistiese metodes is aangewend om onder meer die konvergensie van opinie, die betekenisvolheid van diensgapings en die betroubaarheid van die SERVQUAL-skaal te ondersoek. Daar is gevind dat verbeterde terugvoermeganismes binne die NHBRC die persepsie aangaande kwaliteit by hulle kliënte sal verbeter.

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Using SERVQUAL to assess the quality of e-learning experience

Cited by 161 publications

References 56 publications

Avaliação de serviços bancários no segmento de alta renda na cidade de São Paulo

Avaliação de serviços bancários no segmento de alta renda na cidade de São Paulo

PEQUAL - E-commerce websites quality evaluation methodology

Assessment of the quality of service provided by a national regulatory institution

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