Analyis Of The Quality Of Courses Of After Graduation On-line By The User
(Abrão, Karina Vale)
The e-learning, as a methodology of distance education, is in widelyexpansion and waking interest of studies in several areas. One of theworries related to this education method is the quality, in otherwords, how could be evaluated the quality in e-learning. Thisdissertation approaches the point of view of student as a client andthe e-learning as a service rendering. In this way was adapted, themodel of evaluating service quality, e-servqual, for on-line postgraduation courses, with the purpose of supplying a tool to improve thequality of courses, satisfying in a better way the customers. As asupport to adapt the model e-servqual for on-line post graduationcourses, was realized a bibliographic review of: services subjects,quality of services and models of quality services. A Focus Groupresearch was used to solidify the theoretical part and adapt the modele-servqual for on-line post graduation courses.
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