On the quality assessment of advanced e‐learning services

Abstract

Distance learning has been widely researched the past few years, nevertheless the focus has been more on its technological dimension. Designing, developing and supporting a large scale e‐learning application for Higher Education is still a challenging task in many ways. E‐learning is data‐intensive, user‐driven, and has increasing needs for multiculturalism, efficiency, adaptivity and competiveness. Although the complexity of such systems has increased exponentially, the design process still lacks a systematic quality control procedure. In this work we address the increasing need for new methods that maximize usability, and thus end‐user satisfaction. We analyse the technological, managerial and economic factors that affect the design and deployment of a large e‐learning platform with advanced services and propose a set of new metrics for assessing its quality. The metrics are based on the four external quality characteristics (functionality, usability, efficiency and reliability) of the ISO9126 standard for software systems.