Service Quality of Internet-based Lecture and In-class Lecture at the University Level

Yoon, Jae-Hong

Journal of Korean Society for Quality Management > Volume 34(4); 2006 > Article

Journal of Korean Society for Quality Management 2006;34(4): 65-.

대학수준에서 인터넷 강의와 강의실 강의의 서비스 품질에 관한 연구

윤재홍

동아대학교 경영학부

Service Quality of Internet-based Lecture and In-class Lecture at the University Level

Jae-Hong Yoon

Division of Business Administration, Dong-A University

ABSTRACT

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

Key Words: Lecture Service Quality;Service Value;Customer Satisfaction;Performance;