Quality dimensions of eLearning services: Case of Datafisher Oy
Myugyanen, Ekaterina (2012)
Lataukset:
HAAGA-HELIA ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012110314876
https://urn.fi/URN:NBN:fi:amk-2012110314876
Tiivistelmä
Quality management is crucial in relation to both manufactured goods and services. However, quality measurement implies some challenges for organizations due to un-certainty in the definition of quality. In the case of services, quality management is fur-ther complicated due to the complex nature of services in comparison to goods.
This thesis that commissioned by Datafisher Oy aims at defining the quality of eLearn-ing services. The quality perceptions of business customers are the focus of attention. The theoretical part discusses two models of service quality perception and their inter-relation. The background is used to outline the research model for the empirical study and introduce a dimensional approach to service quality measurement. The empirical part, implemented by means of both qualitative and quantitative research methods, allowed determining the quality dimensions of eLearning services and collecting data about the importance of these quality categories as perceived by business customers.
The research findings provided evidence for the pertinence of a dimensional approach to the quality measurement of eLearning services. However, some distinctive charac-teristics of the services studied were determined with regard to their quality dimen-sions. Furthermore, the assumptions provided in literature about the paramount im-portance of service reliability and the low importance of service tangibles gained prac-tical proof in the case of eLearning services.
The research results were found valuable for Datafisher Oy, which can benefit from the comprehensive understanding of the quality perceptions experienced by its busi-ness customers in relation to eLearning services. Moreover, the whole eLearning ser-vice industry might capitalize on the research outcomes by applying the present model of the quality dimensions of eLearning services.
This thesis that commissioned by Datafisher Oy aims at defining the quality of eLearn-ing services. The quality perceptions of business customers are the focus of attention. The theoretical part discusses two models of service quality perception and their inter-relation. The background is used to outline the research model for the empirical study and introduce a dimensional approach to service quality measurement. The empirical part, implemented by means of both qualitative and quantitative research methods, allowed determining the quality dimensions of eLearning services and collecting data about the importance of these quality categories as perceived by business customers.
The research findings provided evidence for the pertinence of a dimensional approach to the quality measurement of eLearning services. However, some distinctive charac-teristics of the services studied were determined with regard to their quality dimen-sions. Furthermore, the assumptions provided in literature about the paramount im-portance of service reliability and the low importance of service tangibles gained prac-tical proof in the case of eLearning services.
The research results were found valuable for Datafisher Oy, which can benefit from the comprehensive understanding of the quality perceptions experienced by its busi-ness customers in relation to eLearning services. Moreover, the whole eLearning ser-vice industry might capitalize on the research outcomes by applying the present model of the quality dimensions of eLearning services.