Assesing the quality of e-learning services with fuzzy SERVQUAL approach

Document Type : Original Article


Corresponding Author , Assistant Professor and Faculty mamber, University of Payam Noor, Tehran, Iran.


Objective: SERVQUAL method is a well-known and approved method for assessing the quality of services, which is also used in the education field. Due to the efficiency of fuzzy logic in qualitative studies, the use of fuzzy servqual became common. The present study was conducted with the aim of quality assessment of e-learning services with fuzzy SERVQUAL approach.
Methods: This study is an practical research based on the data collection method that has been done in the electronic unit of Amirkabir University. The statistical population of this study included 524 students of the electronic unit of Amirkabir University of Technology in the academic year 1397-98, that by Using a Cochran's formula, a sample of 230 people was selected, using  simple random sampling. The research instrument of SERVQUAL questionnaire was adjusted in two axes of importance-performance, and the validity of the questionnaire was confirmed by content validity method by experts, supervisors and consultants and the reliability of the questionnaire was obtained using Cronbach's alpha coefficient of 0.811.
Results: The findings showed that in all cases there is a gap between expectations and performance. As the observed values show, there is a greater distance between the desired situation and the current situation in the empathy dimension and also in the responsiveness factor, there was a better situation.
Conclusion:  taking a look at the current developments in the higher education system suggests that higher education should maintain, improve and enhance the quality of e-learning while paying attention to the crisis of quantitative increase and financial constraints.


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