An Attempt to Apply the Servqual Method to Evaluate the Quality of an E-course

Abstract

The challenge faced by e-learning is to ensure its quality. In addition to traditional methods of quality assurance, there is an increasing tendency to use tools and techniques from other disciplines. The paper presents the possibility of application of the SERVQUAL method in assessing the quality of an e-course. The method and the main stages of the examination have been characterized. A survey was used to assess the expected and the perceived quality of an e-course. Exemplary results have been presented. The Servqual method allows to identify the discrepancies that may arise between the expectations of the student and his perception of the e-course. The methodology can allow to make improvements to the e-course.