Evaluating e-service quality: Case of public universities providing distance learning service

The increase in global competition after the developments in technology has enhanced the expectation of consumers' satisfaction and service quality. Organizations in the service sector like education, health, trade, information, tourism and finance have begun to focus more on customer satisfaction. The developments in the field of information and education ascertained e-learning which can be defined as a contemporary training system with many advantages like being student centered. Today, the e-learning system is being used by many universities in our country and that has brought competition. To be successful in e-learning system and to ensure satisfaction, student needs and technical requirements must be provided. Taking the importance of the e-learning system into consideration, thirty public universities that ranked in the order of the Innovation and Entrepreneurship Index of the Ministry of Science, Industry and Technology in this study were evaluated for e-service quality. In application, Quality Function Deployment, Fuzzy Regression, 0-1 Goal Programming and Entropy–Weighted Distance Metric methods are used. As a result of the application, the alignment of the universities was provided by using the mentioned methods. The model is expected to be an effective decision making tool for performance evaluation of universities and to make contribution to education sector.