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Measuring the Quality of the u-Learning Service Using the Zone of Tolerance SERVQUAL

  • Seong Jin Kim
  • Keon Chul Park
  • Hyun Sik Seo
  • Bong Gyou Lee
Part of the Communications in Computer and Information Science book series (CCIS, volume 73)

Abstract

The purpose of this study is to analyze diverse factors that affect service quality of Digital textbook service. The ZOT(Zone of Tolerance) SERVQUAL has been applied to develop the research model. Users of the Digital textbook service were selected as subjects for the sample frame. A total of 115 surveys from over 112 schools were collected and used as data for analysis. Results of the survey by SPSS Win Ver. 12.0 showed that the perceived level of service quality in terms of reliability is particularly low, and is quite different from adequate quality. This paper suggests useful guidelines to education providers for improving their public u-Learning environment.

Keywords

Measuring the Service Quality u-Learning Service Digital Textbook Public Education ICT based Learning 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Seong Jin Kim
    • 1
  • Keon Chul Park
    • 1
  • Hyun Sik Seo
    • 1
  • Bong Gyou Lee
    • 1
  1. 1.Graduate School of InformationYonsei UniversitySeoulKorea

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