This article discusses the importance of measuring how students perceive quality of service in online higher education. The article also reviews the existing literature on measuring users' perceptions about quality in e‑services. Even when there are a lot of articles on this matter, none of them focuses on e‑learning services, so this paper tries to fill that gap. The article proposes using the Critical Incident Technique to perform a qualitative analysis, which contributes to identify the main dimensions and categories that contribute to students' perception of service quality. A case study, regarding a completely online university, is presented and the proposed model is used to obtain some preliminary research results. Among these, key quality dimensions from a student point of view are identified. Some of these dimensions are: learning process, administrative processes, teaching materials and resources, etc. After discussing the research results, a list of recommendations for university managers is formulated. We believe that both the proposed methodology and the case‑study recommendations can be of potential interest for managers of several universities offering online higher‑education worldwide.

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We describe a study on the motivation of trainees in e‑learning‑based professional training and on the effect of their motivation upon the perceptions they build about the quality of the courses. We propose the concepts of perceived motivational gap and real motivational gap as indicators of e‑learning quality, which reflect changes in both perceived and real students' motivation. These indicators help evaluate the changes in the trainees' motivation, as well as the bias that occurs in the perceptions about initial motivation. In the sample analyzed, the real motivational gap was more negative when the perceived motivational gap was negative and not so positive when the perceived motivational gap was positive. We found that there is a perceptual bias on initial motivation when the perceived motivational gap is not null. This means that, for the sample analyzed, the trainees may have “adjusted” their perception regarding the initial motivation as a function of their final motivation, bringing it closer to the latter and supporting their final status. We also show that these gaps help explain how the trainees' perception of quality is affected: the gaps were minimized at higher levels of perceptions of quality and when they were positive, the perception of quality was higher than average. The two proposed conceptual gaps are useful to measure quality in e‑learning and implement specific actions to improve it. The results of our study are useful as they create insights on perceptions of quality in an indirect way, i.e., without asking the trainees to think about what they believe quality is, so that they can quantify it. They also enable training companies to create additional and complementary indicators of quality of e‑learning courses that can help explain changes in perceptions of quality.

Electronic resources have become a dominant feature of higher education, both traditional and distance learning based. Unlike in the past when universities relied majorly on the physical library and hard copy of books, e‑books accessible through e‑libraries are the dominant features of this century’s institutions of higher learning. This study investigated pre‑service teacher trainees by distance and the utilization of e‑learning resources. A survey research design was used to carry out the study. One hundred and forty four (144) pre‑service teachers by distance from three institutions offering teacher training programmes by distance in South Africa completed the anonymous web based survey designed to gather data which provide answers to the five (5) research questions in the study. The results revealed a high utilization of e‑resources to learn but a low utilization of e‑resources to teach among the respondents. The study recommends institutional based training on the techniques of accessing and utilizing e‑learning resources for pre‑service teacher trainees in ODL institutions.

This paper describes a framework for measuring student learning gains and engagement in a Computer Science 1 (CS 1) / Information Systems 1 (IS 1) course. The framework is designed for a CS1/IS1 course as it has been traditionally taught over the years as well as when it is taught using a new pedagogical approach with Web services. It enables the new approach to be compared with the traditional way of teaching the courses in terms of student self‑assessment of learning gains, student assessment of their engagement with the subject matter, and researcher assessment of student learning gains as measured by performance on a researcher‑designed examination. The framework includes a comprehensive pre‑test and post‑test for students in the control and treatment sections to complete, a common assessment exam module for all students to take, and a faculty survey for the instructors to complete. This enables the researchers to answer many questions regarding the effectiveness of the Web service approach, including “Do students using the Web service approach perform better in the common assessment exam module?” and “Do students and faculty members find the Web service approach more engaging?” Results from the first semester of a 3‑year multi‑university study are discussed.

Abstract: Virtual collaboration continues to gain in significance and is attracting attention also as virtual collaborative learning (VCL) in education. This paper addresses aspects of VCL that we identified as critical in a series of courses named Net Economy: (1) technical infrastructure, (2) motivation and collaboration, and (3) assessment and evaluation. Net Economy is an international online setting, focusing on the business impact of new technologies and is highly notable for the divergent educational and cultural backgrounds of its participants. Having been subject to research from the onset in 2008, in which approximately 10 students were analysed and evaluated, the course has continued to gain significant success as a learning tool, wit h over 150 students currently enrolled throughout the various course cycles. In this paper we focus on how we implemented changes with regard to the above mentioned critical elements as part of canonical action research between the last course cycles. We outline the general learning scenario behind our VCL‑courses, describe problems that we identified with the help of evaluation results and explain solution approaches and the impact of their implementation. The paper aims to provide a comprehensive exampl e for virtual collaborative learning as well as explaining and exemplifying a systematic approach of improving complex e‑learning settings through a series of steps, developed to ease the transition between each stage.