This paper examines the factors of E-learners' perceptions of service quality across the physical appearance of the learning management system, assurance of the personnel's level of knowledge, and the customized attention to needs. We use a survey to measure the five dimensions of SERVQUAL scale adapted to the e-learning context. A total of 325 responses were obtained. To validate our scale, we used both exploratory and confirmatory factor analysis. We found that the most important determining factors for e-learning are the ergonomics which defines how attractive the E-Learning system is, the assurance corresponding to the instructors' ability to satisfy the students' needs and the empathy corresponding to the attention given to each individual student. We also found that in the case of e-learning, the relative importance of the dimensions of perceived quality is different from that which is typically observed in other traditional services. Our findings allow educational institutions to improve their understanding of the expectations and the perceptions of the E-learners.

中文翻译：

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衡量电子学习者对服务质量的看法

本文研究了电子学习者在学习管理系统的物理外观，服务人员的知识水平的保证以及对需求的个性化关注等方面的感知因素。我们使用一项调查来衡量SERVQUAL量表的五个维度，以适应电子学习环境。总共获得325个响应。为了验证我们的规模，我们使用了探索性和验证性因素分析。我们发现，电子学习最重要的决定性因素是人机工程学，它定义了电子学习系统的吸引力，与教师满足学生需求的能力相对应的保证以及与对每个学习者的关注相对应的同理心个人学生。我们还发现，在电子学习的情况下，感知质量维度的相对重要性不同于其他传统服务中通常观察到的重要性。我们的发现使教育机构能够提高对电子学习者的期望和看法的理解。