Assessment of E-Learning Service Quality using the Fuzzy Analytic Network Process (Case Study: E-learning Department of Shahid Beheshti University)

The present research aimed at evaluating the quality of e-learning services of Shahid BeheshtiUniversity in 2010. First, 67 service quality assessment criteria were determined based ontheoretical principles, common models of e-services and e-learning in higher education, andexperts’ interviews. Then, the exploratory factor analysis was used to classify the criteria in10 dimensions of faculty, reputation, staff, educational planning, access, responsiveness,communication, website design, feedback, and flexibility. The final model for the qualityassessment of the e-learning courses was confirmed using the confirmatory factor analysis.Descriptive statistics, inferential statistics, and Chen and Huang’s fuzzy spectrum were usedto analyze the collected data. Content validity was evaluated and confirmed by e-learningprofessors and IT professionals. The construct validity was approved using factor analysis,and reliability was measured by calculating Cronbach’s alpha as 84%. Fuzzy analyticalnetwork process, was used to calculate the relative weights of multiple criteria and to identifyinterdependencies of the obtained criteria. The case study shows how this approach can beuse to assess the services quality.

Keywords:

Service quality , e-learning , fuzzy analytical network process , exploratory factor analysis , confirmatory factor analysis