Research and Construction Method of Service Quality Evaluation Model based on Customer perception in Online Education Field

EasyChair Preprint no. 150

Abstract

This article uses the service blueprint technology to display the online education service process, showing the service process in the online learning system, contact point between service and customer and the service elements that are visible to customers. This top-down approach solves the problem of transience when describing services. According to the service blueprint, this paper gives the list of keywords, and uses web crawler technology to analyze the online education problems that the customers are most concerned about. We use this bottom-up approach to compare the concerns with the international and domestic quality models related to online education, and then find the key points that affect the quality of customers' feelings. Through this method, the main evaluation indicators of service quality are constructed.

Keyphrases: customer perception, educational organization management system, Online Education Service, service blueprint, service quality model

@Booklet{EasyChair:150,
  author = {Jing Du and Fei Li},
  title = {Research and Construction Method of Service Quality Evaluation Model based on Customer perception in Online Education Field},
  howpublished = {EasyChair Preprint no. 150},
  doi = {10.29007/lfj2},
  year = {EasyChair, 2018}}