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)


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.


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


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Motiwalla, L., Tello, S.: Distance learning on the Internet: an exploratory study. The Internet and Higher Education 2(4), 253–264 (2000)CrossRefGoogle Scholar
  2. 2.
    Regueras, L.M., Verdú, E., Muñoz, M.F., Pérez, M.A., de Castro, J.P.: Effects of Competitive E-Learning Tools on Higher Education Students-A Case Study. IEEE Transaction on Education 52(2), 279–285 (2009)CrossRefGoogle Scholar
  3. 3.
    Holbert, K.E., Karady, G.G.: Strategies, Challenges and Prospects for Active Learning in the Computer-Based Classroom. Transaction on Education 52(1), 31–38 (2009)CrossRefGoogle Scholar
  4. 4.
    Jeong, E.S., Song, Y.H., Chae, J.B.: A Study on Digital Textbook Development Strategies and Development Direction. In: Proc. of KIISE 2008; Korean Institute of Information Scientists and Engineers 35(1), 230–235 (2008)Google Scholar
  5. 5.
    Byeon, H.S., Choi, J.L., Song, J.S.: Research on the Development of Electronic Textbook Prototype. J. of Educational Technology 22(4), 217–240 (2006)CrossRefGoogle Scholar
  6. 6.
    Song, H.D., Jeon, J.S., Ryou, J.H.: Study on the effectiveness on learners using Digital textbook. Seoul Metropolitan Office of Education (2008)Google Scholar
  7. 7.
    Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J. of Retailing 64(1), 12–40 (1988)Google Scholar
  8. 8.
    Pitt, L.F., Watson, R.T., Kavan, C.B.: Service Quality: A Measure of Information Systems Effectiveness. MIS Quarterly 19(2), 173–188 (1995)CrossRefGoogle Scholar
  9. 9.
    DeLone, W.H., McLean, E.R.: The DeLone and McLean Model of information systems success: A ten-year update. J. of Management Information Systems 19(4), 9–23 (2003)CrossRefGoogle Scholar
  10. 10.
    Fisk, R.P., Brown, S.W., BItner, M.J.: Tracking the Evolution of the Services Marketing Literature. J. of Retailing 69(1), 61–103 (1993)CrossRefGoogle Scholar
  11. 11.
    Jiang, J.J., Klein, G., Carr, C.: Measuring Information Systems Quality: SERVQUAL from the Other Side. MIS Quarterly 26(2), 145–166 (2002)CrossRefGoogle Scholar
  12. 12.
    Kettinger, W.J., Lee, C.C.: Zones of Tolerance: Alternative Scales for Measuring information Systems Service Quality. MIS Quarterly 29(4), 607–623 (2005)CrossRefGoogle Scholar
  13. 13.
    Liljander, V.: Modeling perceived service quality using different comparison standards. J. of Consumer Satisfaction and Dissatisfaction 7, 126–142 (1994)Google Scholar
  14. 14.
    Parasuraman, A., Zeithaml, V.A., Berry, L.L.: Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. J. of Retailing 70(3), 201–229 (1994)CrossRefGoogle Scholar
  15. 15.
    Nunnally, J.C.: Psychometric theory, 2nd edn. McGraw-Hill, New York (1978)Google Scholar

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

Personalised recommendations