Applying the SERQUAL model in assessing the quality of online training in universities in Ho Chi Minh City

Abstract

    In the context of globalization and the internationalization of education, space and time constraints are gradually removed by the advantages of increasing the application of e-learning activities in educational institutions. Besides the benefits that e-learning brings, implementing e-learning also has certain disadvantages. Therefore, it is increasingly important to measure the quality and effectiveness of such services to improve continuously, thereby adding value and efficiency. Through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) from survey data of 539 students, five factors in the SERQUAL model have been adjusted and grouped into two new factors, including includes "tangibility" and "intangibility." In addition to providing universities with factors that can be improved to meet student expectations, this is the foundation for universities to continue researching and developing a complete set of criteria to evaluate online training quality comprehensively.