Designing evaluation system for virtual class service in limited network capacity using SERVQUAL methodology

This paper describes the design of evaluation system for evaluating virtual class service. This system will be used for evaluating the virtual class in rural areas where the network capacity is limited. This virtual class service has been implemented in rural area where the users are the students of elementary school and teachers. The satisfaction of users is the most important thing that must be accounted to evaluate the success of service. The evaluation system is being designed using SERVQUAL methodology. SERVQUAL is a method for measuring user satisfaction. It compares between the expectation and user perception of one service. This is a quantitative method where the user of virtual classroom will give score of their expectation and perception. There are some aspects that will be measured using this method, they are tangibility, reliability, responsiveness, assurance and emphaty. However, to ensure the validity of the measuring of these aspects, the SERVQUAL questionaire must be designed well and easily to understand by the user. The purpose of this paper system is designing a web based system that can be used to evaluate the virtual class that has being operated so far using SERVQUAL methodology as a basis for the system. The user satisfaction is the most important key factor for the success of IT services.