Service Quality Parameters of e-Learning in Higher Education
Muhammad Ali Ramdhani (a), Tedi Priatna (b), Dian Sa’adilah Maylawati (a), Hamdan Sugilar (d)

(a) Department of Informatics, UIN Sunan Gunung Djati Bandung, Indonesia
(b) Department of Islamic Education, UIN Sunan Gunung Djati Bandung, Indonesia
(c) Department of Mathematics Education, UIN Sunan Gunung Djati Bandung, Indonesia

Abstract

E-learning is an electronic learning platform designed for distance learning by eliminating aspects of distance and time limitations in the education process. The purpose of this study is to discuss the parameters to analyze the e-learning services quality. The methodology used in this study is a qualitative approach, with the primary source of information from literature reviews. The discussion is limited to service quality parameters based on the perspective of lecturers and students in Higher Education, where service quality is a comparison between expectation and performance of e-learning. The validation process of the results of the study carried out through Focus Group Discussions conducted by seven lecturers from the Department of Informatics, UIN Sunan Gunung Djati Bandung. The results of the discussion showed that the SERVQUAL model could be used as a logical framework in parameters to analyze e-learning service quality. These parameters are reliability, assurance, tangibles, empathy, and responsiveness. The conclusion of the study shows that the operationalization of SERVQUAL parameters in e-Learning needs to align with aspects of the process, product, and people.

Keywords: e-learning, parameter, service quality

Topic: Global Issues in Education and Research