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2012 » Papers » Volume 1 » AN OVERVIEW OF QUALITY OF SERVICE APPROACH IN E-LEARNING ENVIRONMENTS 1. AN OVERVIEW OF QUALITY OF SERVICE APPROACH IN E-LEARNING ENVIRONMENTS Authors: Dobre Iuliana Volume 1 | DOI: 10.12753/2066-026X-12-023 | Pages: 146-151 | Download PDF | Abstract
Virtually the higher education organizations are looking to improve continuously their educational process and the effectiveness of the same. Specific quality standards for ensuring a proper approach to education quality have been developed in the past decade in order to better fit the clients and end users requirements. As shown in some studies (Chapman and Adams, 2002) the precise meaning of education quality and the path to improvement of quality are often left unexplained. Higher education has a very important role in ensuring that professional people are handed to end users (industrial and non-industrial entities) with immediate and positive effect to their business. In this context the exponential growth of the educational systems, tremendously supported by the information and communication technologies development, requires a better approach of the quality of service provided by the higher education organizations. E-learning environments offer all necessary conditions to develop students’ knowledge and build proper skills. However, has to be taken into consideration the fact that a full agreement between the parties involved, from macro level (organizations involved) and micro level (teachers, support specialists, students, parents etc.), from the viewpoint of which ingredients should be used to achieve the highest quality of services and how to establish effective criteria and metrics to measure it is a very difficult task. In a such context, this article is presenting an overview of the quality of service from ISO 19796 series viewpoint and related to E-learning environments in higher educational process. Also, the author is proposing a generic quality management/assurance activity model together with several reference quality criteria and metrics as a step for ensuring the effectiveness of the quality of service within higher education systems. | Keywords
E-learning, quality of service, ISO/IEC 19796 series, reference quality criteria and metrics, quality management/assurance activity model |
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