A new Instrument for Assessing Service Quality in E-Learning Centers (SQELC)

Background: Students' views play an important role in improving the quality of university services. They determine the degree of discrepancy between the status quo and students' expectations, providing the basis for improving educational service quality.Objectives: This study aimed to design and evaluate the psychometric properties of a tool for assessing the quality of educational services in e-learning centers, based on the SERVQUAL model.Methods: In the first step of this descriptive-analytical study, we searched for the instruments and factors affecting service quality in higher education in the literature and compiled them. Then, similar questions were merged, and all questions were rewritten, asking for experts' opinions on e-learning centers. In addition, some questions were added or removed based on expert opinions and the objective. The content validity ratio and content validity index also determine content validity. In addition, a sample of ۱۱۰ students participated in the study to examine the construct validity and reliability of the instrument.Results: In the first stage, ۸۸ questions were extracted from related studies. After omitting similar questions, ۵۶ questions remained. These questions were modified for the e-learning environment to make them compatible with this system. Out of the ۵۶ items assessed for CVI and CVR, ۲۰ were ultimately approved with a test-retest reliability of ۰.۷۶۹ and an internal consistency of ۰.۸۲۴ to evaluate the quality of educational services in e-learning centers. This tool explained ۶۷.۲% of the total variance.Conclusion: The present research showed that the developed tool has acceptable validity and reliability and can be used to assess the quality of educational services in e-learning centers from students' viewpoints.

کلیدواژه ها:

SERVQUAL ، E-Learning ، Service Quality ، Student Expectation ، Education ، Medical ، Students