This specification is aimed to apply gap model of service quality in the context of e-learning. First, a conceptual model of service quality of e-learning is firstly suggested in which a set of elements are identified. Second, a standardized framework and scale for measuring service quality is developed. Third, we will apply principles of TQM and thought of ISO9000:2000 in e-learning service quality management and develop a valid dynamic process management model to ensure service quality of e-learning. Last, we will develop a specification for e-learning service quality management to monitor and review service quality in e-learning to prompt improvement management and instruction of e-learning institution to provide better service.
['Yi Zhang', 'Zhiting Zhu', 'Xiaoyong Hu', 'Qing Li']
Specification for service quality management system of e-learning