Research On Specification For Service Quality Management System Of E-Learning

In the society of information and knowledge economy, more and more people long for continuous education and lifelong learning. The scope of e-learning has been developed continuously in order to meet the people's needs of learning. However the learning resources and management information can not be shared conveniently and the learning systems can not be interoperated with each other efficiently due to the lack of consistent technology standards and especially specification for service quality management sysytem of e-learning in China, so the education platforms and learning resources have to be established repeatedly, which leads to considerable wastes in human resources,, materials and finances. The project of Chinese e-Learning Technology Standard System (CELTS) was conducted by Ministry of Education, and Chinese e-Learning Technology Standardization Committee (CELTSC) was established so as to provide a normalized way to solve the problems as mentioned above, in which we have done a lot. This paper aims at throwing light on how to improve service quality of e-learning.The dissertation consists of five aspects: The first part: The service of e-learning is put forwarded on the basis of discussions for the marketing in e-learning. The goal of e-learning is to serve for learning and learner according to corresponding function of different type of support service to the distance learner, different service style, different educational object and different medium; The second part: Based on a research in foreign and domestic e-learning technology standard, the process, stage and task of project of CELTS have been set down. Then standard system of CELTS that controls the other sub-standards is analyzed and the learning technology system architecture is introduced; The third part: The research on quality management and assurance of e-learning in foreign and domestic country was introduced. Based on the thought of modem management, eight basic principles of service quality management of e-learning were established. The approaches of research in the service quality was offered on the base of the principles. The concept model of service quality of e-learning was established through utilizing the gap model of service quality in the e-learning field; The fourth part: Empirical study on our hypothesis was done. The raw data colleted by means of three questionnaire pertaining to the ideas of service quality of e-leaming, the primary and secondary survey for evaluation of service quality of e-leaming from customer were processed by the way of statistical methods. On one hand we can know the learner's expectations and perspectives on service quality of e-learning, on the other hand we can verify the operability, reliability andvalidity of the questionnaire according to the analyses of item, factor, reliability and validity. Finally the scale of evaluation for service quality on e-leaming was worked out;The last part: Based on management thought applied in service quality management of e-learning, dynamic process model and process method was constituted. At the same time, the specification for service quality management system of e-learning is suggested, including management responsibility, resource management, service realization and evaluation for improvement. We focus on the process of main management and service providing in e-learning.