SERVQUAL for Evaluating Customer Perception on ELearning Systems

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Nilushi Dayananda
Student (University)

SERVQUAL for Evaluating Customer Perception on ELearning Systems

I am working in a research on student's perception towards e-Learning systems like MOODLE s in a university context. Can I use SERVQUAL effectively in my area?
Is it okay if I add another variable with the existing five?

  Dr. Paul Yap
Business Consultant, Malaysia
 

SERVQUAL Model in E-learning

Hi, glad to know that you are doing the topic on SERVQUAL. You can use this model as long as your hypothesis and and research problem is matched at the end of the day. Have you created your research problem?

  Amaad Uppal
Professor
 

SERVQUAL Model in E-learning

Yes, the research problem is to find out which dimension is most important for e-learner satisfaction.
Should there be a modification in the SERVQUAL model or do you think the original model can test the satisfaction of e-learners?

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