The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality

Chiu-Hung Su,Wen-Cheng Wang,Min-Hsuan Yang

doi:10.12973/eurasia.2017.01041a

Abstract

In practical environments, e-learners encounter service providers of varying quality. A wide range of criteria are used to assess service quality, but most of these criteria have interdependent or interactive characteristics, which can make it difficult to effectively analyze and improve service quality. The purpose of this study is to address this issue using a hybrid MCDM (multiple criteria decision-making) approach that includes the DEMATEL (decision-making trial and evaluation laboratory), DANP (the DEMATEL-based analytic network process) and VIKOR methods to achieve an optimal solution. By exploring the influential interrelationships between criteria related to e-learning, this approach can be used to solve interdependence and feedback problems, allowing for greater satisfaction of the actual needs of e-learners.

Highlights

In recent years, workplace learning has utilized technology to meet the demands of employees and Higher Education for continued professional development (Hsieh, 2016; Keramati, 2011)
The purpose of this study is to address this issue using a hybrid multiple criteria decision-making (MCDM) approach that includes the DEMATEL, DEMATEL-based ANP (DANP) and VIKOR methods to achieve an optimal solution
The purpose of the present study is to address these questions by employing the multiple criteria decisionmaking (MCDM) method to examine the dependent relationships among various dimensions of the criteria related to passenger satisfaction and intentions regarding the use of E-Learning services in Taiwan; this procedure will produce suggestions for optimal improvement models

Summary

Introduction

Workplace learning has utilized technology to meet the demands of employees and Higher Education for continued professional development (Hsieh, 2016; Keramati, 2011). The majority of research in this field has previously focused on analysis at the student level (de Jong, 1998; Sun, Tsai, Finger, Chen, Yeh, 2008), whereas this investigation is focused on E-Learning. It is very beneficial to have ready access to all of this stored information, the process of digital learning does require the learner to choose his own materials. The abundance of available information can cause significant problems for learners. The quantity of available teaching material online is increasing at an exponential rate that greatly exceeds the maximum rate at which learners can absorb this material. Jonassen et al call for E-Learning to embrace a constructivist approach to learning systems, as certain programs are not suited for e-learners who must accommodate themselves to a particular type of teaching material. Given the motivations stated above, this research seeks to

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