ADAPTATION OF THE E-LEARNING SERVICE QUALITY SCALE TO TURKISH: VALIDITY AND RELIABILITY STUDY

Öz

The spread of higher education institutions, the differentiation of students’ demands and expectations, the increasing importance of education on the internet, and the increasingly diversified education and training techniques grew the integration of technology with teaching and have led to the creation of various innovative education methods. E-learning, which has become a necessity, has become a part of today’s academic world, especially in the face of current conditions. It has a critical role in issues such as measuring the service quality of educational institutions, regarding competition and determining the evaluations of the individuals using the service about the system, gaining competitive advantage, and creating satisfaction. This study aims to demonstrate the validity and reliability of the “E-Learning Service Quality Scale” developed by Pham et al. (2019a) by adapting it to Turkish. It is expected that the findings of this study will contribute to the literature regarding providing an up-to-date scale to measure the e-learning service quality of higher education institutions.

Anahtar Kelimeler

• E-learning
• e-learning service quality
• scale adaptation

E-ÖĞRENME HİZMET KALİTESİ ÖLÇEĞİNİN TÜRKÇEYE UYARLANMASI: GEÇERLİK VE GÜVENİRLİK ÇALIŞMASI

Öz

Yükseköğretim kurumlarının yaygınlaşması, öğrencilerin istek ve beklentilerinin farklılaşması, internet ortamında eğitimin öneminin artması, eğitim ve öğretim tekniklerinin giderek çeşitlenmesi teknolojinin öğretimle bütünleşmesini artırmış ve çeşitli yenilikçi eğitim yöntemlerinin ortaya çıkmasına neden olmuştur. Bir zorunluluk haline gelen e-öğrenme, özellikle bugünün koşullarında akademik dünyanın ayrılmaz bir parçası haline gelmiştir. Eğitim kurumlarının hizmet kalitesinin rekabet açısından ölçülmesi ve hizmeti kullanan bireylerin sistemle ilgili değerlendirmelerinin belirlenmesi, rekabet avantajı elde edilmesi ve memnuniyet yaratılması gibi konularda kritik bir role sahiptir. Bu çalışma, Pham ve arkadaşları (2019a) tarafından geliştirilen “E-Öğrenme Hizmet Kalitesi” ölçeğinin Türkçeye uyarlanarak geçerlik ve güvenirliğini ortaya koymayı amaçlamaktadır. Bu çalışmadan elde edilecek bulguların, yükseköğretim kurumlarının e-öğrenme hizmet kalitesini ölçmek için güncel bir ölçme aracı sağlaması açısından literatüre katkı sağlaması beklenmektedir.

Anahtar Kelimeler

• e-öğrenme
• e-öğrenme hizmet kalitesi
• ölçek uyarlama

Kaynakça

1. Abdullah, F. (2005). HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4), 305-328. https://doi.org/10.1108/09684880510626584
2. Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569-581. https://doi.org/10.1111/j.1470-6431.2005.00480.x
3. Al-dweeri Rami Mohammad, Obeidat, Z. M., Al-dwiry Mohammad Ahmad, Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: Moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103. http://doi.org/10.5539/ijms.v9n2p92
4. Amer, T. S., Al Musawi, A. S., & Muhammad, A. A. N. (2022). Higher Education Students' Perceptions of E-Learning Quality. History, 9(2), 71-78. https://doi.org/10.20448/jeelr.v9i2.3910
5. Arbaugh, J. B. (2005). Is There an Optimal Design for On-Line MBA Courses? Academy of Management Learning & Education, 4(2), 135-149. https://doi.org/10.5465/amle.2005.17268561
6. Baker, T. L. (1994). Doing social research (2nd ed.). McGraw-Hill Inc.
7. Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875. https://doi.org/10.1016/j.jbusres.2006.01.021
8. Beaton, D. E., Bombardier, C., Guillemin, F., & Ferraz, M. B. (2000). Guidelines for the process of cross-cultural adaptation of self-report measures. Spine, 25(24), 3186-3191. https://doi.org/10.1097/00007632-200012150-00014

9. Bhuasiri, W., Xaymoungkhoun, O., Zo, H., Rho, J. J., & Ciganek, P. A. (2012). Critical success factors for e-learning in developing countries: A comparative analysis between ICT experts and faculty. Computers & Education, 58(2), 843-855. https://doi.org/10.1016/j.compedu.2011.10.010
10. Blythe, J. (2005). Essentials of marketing (3rd ed.). Pearson.
11. Borsa, J. C., Damásio, B. F., & Bandeira, D. R. (2012). Cross-cultural adaptation and validation of psychological instruments: Some considerations. Paidéia (Ribeirão Preto), 22, 423-432.
12. Butt, B. Z., & Ur Rehman, K. (2010). A study examining the students satisfaction in higher education. Procedia-Social and Behavioral Sciences, 2(2), 5446-5450. https://doi.org/10.1016/j.sbspro.2010.03.888
13. Büyüköztürk, Ş. (2005). Anket geliştirme. Türk Eğitim Bilimleri Dergisi, 3(2), 133-151.
14. Çerri, S. (2012). Assessing the quality of higher education services using a modified SERVQUAL scale. Annales Universitatis Apulensis-Series Oeconomica, 14(2), 664-679. https://doi.org/10.29302/oeconomica.2012.14.2.32
15. Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of service research, 8(3), 260-275. https://doi.org/10.1177/1094670505278867
16. Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81. https://doi.org/10.1177/002224299005400306
17. Cuthbert, P. F. (1996). Managing service quality in HE: is SERVQUAL the answer? Part 1. Managing Service Quality: An International Journal, 6(2), 11-16. https://doi.org/10.1108/09604529610109701
18. De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e‐service: An experimental study. International journal of service industry management. 12(2), 184-207. https://doi.org/10.1108/09564230110387542
19. DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of management information systems, 19(4), 9-30. https://doi.org/10.1080/07421222.2003.11045748
20. Fabrigar, L. R., & Wegener, D. T. (2012). Factor analysis, Oxford University Press.
21. Fassnacht, M., & Koese, I. (2006). Quality of electronic services: conceptualizing and testing a hierarchical model. Journal of service research, 9(1), 19-37. https://doi.org/10.1177/1094670506289531
22. Fazlollahtabar, H., & Muhammadzadeh, A. (2012). A knowledge-based user interface to optimize curriculum utility in an e-learning system. International Journal of Enterprise Information Systems (IJEIS), 8(3), 34-53. https://doi.org/10.4018/jeis.2012070103
23. Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer services, 18(1), 27-37. https://doi.org/10.1016/j.jretconser.2010.09.002
24. Frazer, M. (1994). Quality in higher education: An international perspective. In D. Green (Ed.), What is quality in higher education (1st ed., pp. 107-117). SRHE and Open University Press.
25. Geçkil, T., & Tikici, M. (2015). Örgütsel demokrasi ölçeği geliştirme çalışması. Amme İdaresi Dergisi, 48(4), 41-78.
26. George, D., & Mallery, P. (2018). IBM SPSS Statistics 25 step by step: A simple guide and reference. Routledge. https://doi.org/10.4324/9781351033909
27. Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education–critical review (students’ perspective). International Journal of Educational Management. 32(4),580-605. https://doi.org/10.1108/IJEM-03-2017-0056
28. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th ed). Springer.
29. Hajpoor, S., Mirshekari, F., & Rahdar, M. (2022). Evaluate the Quality of E-Learning Services and its Impact on Service Recipients (Case Study: University of Sistan and Baluchestan). Journal of Management and Sustainable Development Studies, 2(1), 133-145. https://doi.org/10.30495/msds.2022.1963074.1065
30. Hambleton, R. K., & Patsula, L. (1999). Increasing the validity of adapted tests: Myths to be avoided and guidelines for improving test adaptation practices. Journal of Applied Testing Technology, 1(1), 1-16.
31. Han, S., & Baek, S. (2004). Antecedents and consequences of service quality in online banking: An application of the SERVQUAL instrument. Advances in Consumer Research. Association for Consumer Research (U.S.), 31, 208-214.
32. Haryaka, U., Agus, F., & Kridalaksana, A. H. (2017). User satisfaction model for e-learning using smartphone. Procedia computer science, 116, 373-380. https://doi.org/10.1016/j.procs.2017.10.070
33. Higher Education Institution. (2020). -YÖK üniversitelerimizdeki uzaktan öğretimin bir aylik fotoğrafini çekti – YÖK’ten üniversitelerdeki uzaktan eğitime yönelik değerlendirme –YÖK’ten, salgin sürecinde üniversitelerdeki uzaktan eğitimin bir aylik durum tespiti. Retrieved December 18, 2021, from https://www.yok.gov.tr/Sayfalar/Haberler/2020/uzaktan-egitime-yonelik-degerlendirme.aspx
34. Hughey, D., Chawla, S., & Khan, Z. (2003). Measuring the quality of university computer labs using SERVQUAL: A longitudinal study. The Quality Management Journal, 10(3), 33-44. https://doi.org/10.1080/10686967.2003.11919071
35. Huseynli, B., Engizek, N., & Kurtuluş, S. (2018). Tüketicilerin fiyat taktiklerinin ikna kabiliyeti ile ilgili bilinç düzeyi ölçeğinin Türkçeye uyarlanması. Yildiz Social Science Review, 4(1), 65-78.
36. Ibrahim, E. E., Joseph, M., & Ibeh, K. I. (2006). Customers' perception of electronic service delivery in the UK retail banking sector. International Journal of Bank Marketing, 24(7), 475-493. https://doi.org/10.1108/02652320610712094
37. Ibrahim, M. Z., Rahman, M. N., & Yasin, R. M. (2012). Assessing students perceptions of service quality in technical educational and vocational training (TEVT) institution in Malaysia. Procedia-Social and Behavioral Sciences, 56, 272-283. https://doi.org/10.1016/j.sbspro.2012.09.655
38. Jayawardhena, C. (2004). Measurement of service quality in internet banking: The development of an instrument. Journal of Marketing Management, 20(1-4), 185-207. https://doi.org/10.1362/026725704773041177
39. Jiang, J. J., Klein, G., & Crampton, S. M. (2000). A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences, 31(3), 725-744. https://doi.org/10.1111/j.1540-5915.2000.tb00940.x
40. Joseph, M., & Joseph, B. (1997). Service quality in education: A student perspective. Quality assurance in education, 5(1), 15-21. https://doi.org/10.1108/09684889710156549
41. Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276-291. https://doi.org/10.1108/02652320110409825
42. Juran, J. M. (1992). Juran on planning for quality. The Free Press. Juran Institute Inc. USA.
43. Kara, A., & DeShields, O. W. (2004). Business student satisfaction, intentions and retention in higher education: An empirical investigation. Marketing Educator Quarterly, 3(1), 1-25.
44. Kartha, C. P. (2006). Learning business statistics vs. traditional. Business Review, 5, 27-33.
45. Khodayari, F., & Khodayari, B. (2011). Service quality in higher education. Interdisciplinary Journal of Research in Business, 1(9), 38-46.
46. Kotler, P., & Armstrong, G. (2016). Principles of marketing (16th ed.). Pearson.
47. Kotler, P., Armstrong, G., Harris, L. C., & Piercy, N. (2013). Principles of marketing (6th ed.). Pearson Education Limited.
48. Lagrosen, S., Seyyed‐Hashemi, R., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69. https://doi.org/10.1108/09684880410536431
49. Lawshe, C. H. (1975). A quantitative approach to content validity. Personnel Psychology, 28(4), 563-575.
50. Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176. https://doi.org/10.1108/09590550510581485
51. Lee, J.-W. (2010). Online support service quality, online learning acceptance, and student satisfaction. Internet and Higher Education, 13(4), 227-283. https://doi.org/10.1016/j.iheduc.2010.08.002
52. Lee, M. K., Cheung, C. M., & Chen, Z. (2005). Acceptance of Internet-based learning medium: the role of extrinsic and intrinsic motivation. Information & management, 42(8), 1095-1104. https://doi.org/10.1016/j.im.2003.10.007
53. Li, H., & Masters, J. (2009). E-Learning and knowledge management in the early years: Where are we and where should we go. Knowledge Management & E-Learning: An International Journal, 1(4), 245-250. https://doi.org/10.34105/j.kmel.2009.01.017
54. Li, H., Liu, Y., & Suomi, R. (2009). Measurement of e-service quality: An empirical study in online travel service. European Conferance of Information Systems (ECIS), Proceedings. 191.
55. Li, R. Y., & Kaye, M. (1998). Understanding overseas students’ concerns and problems. Journal of Higher Education Policy and Management, 20(1), 41-50. https://doi.org/10.1080/1360080980200105
56. Loiacono, E., Watson, R.T., and Goodhue, D.L (2002). WEBQUAL: a Measure of Website Quality. In AMA Winter Conference, Austin, TX.
57. Mahapatra, S. S., & Khan, M. S. (2007). A framework for analysing quality in education settings. European Journal of Engineering Education, 32(2), 205-217. https://doi.org/10.1080/03043790601118606
58. Martínez-Argüelles, M. J., Callejo, M. B., & Farrero, J. M. C. (2013). Dimensions of perceived service quality in higher education virtual learning environments. International Journal of Educational Technology in Higher Education, 10(1), 268-285. http://dx.doi.org/10.7238/rusc.v10i1.1411
59. Naveed, Q. N., Alam, M. M., Qahmash, A. I., & Quadri, K. M. (2021). Exploring the determinants of service quality of cloud e-learning system for active system usage. Applied Sciences, 11(9), 4176. https://doi.org/10.3390/app11094176
60. Nikolić, V., Kaljevic, J., Jović, S., Petković, D., Milovančević, M., Dimitrov, L., & Dachkinov, P. (2018). Survey of quality models of e-learning systems. Physica A: Statistical Mechanics and its Applications, 511, 324-330. https://doi.org/10.1016/j.physa.2018.07.058
61. O’Neill, M., Wright, C., & Fitz, F. (2001). Quality evaluation in on‐line service environments: An application of the importance‐performance measurement technique. Managing Service Quality: An International Journal. 11(6), 402-417. https://doi.org/10.1108/EUM0000000006519
62. Oliver, R., & Herrington, J. (2001). Teaching and learning online: A beginner's guide to e-learning and e-teaching in higher education. Mount Lawley, Australia: Centre for Research in Information Technology and Communications, Edith Cowan University.
63. Ozkan, S., & Koseler, R. (2009). Multi-dimensional students’ evaluation of e-learning systems in the higher education context: An empirical investigation. Computers & Education, 53(4), 1285-1296. https://doi.org/10.1016/j.compedu.2009.06.011
64. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
65. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
66. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison in measuring service quality: Implications for future research. Journal of Marketing, 58( l), 1 11 - 124. https://doi.org/10.1177/002224299405800109
67. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
68. Parasuraman, A., Ziethaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67,420-450.
69. Peltier, J.W., Schibrowsky, J.A., Drago, W., (2007). The interdependence of the factors influencing the perceived quality of the online learning experience: a causal model. Journal of Marketing Education. 29 (2), 140-153. https://doi.org/10.1177/0273475307302016
70. Perreault Jr, W. D., Cannon, J. P., & McCarthy, E. J. (2015). Essentials of marketing: a marketing strategy planning approach, 15th ed., McGrawHill,USA.
71. Pham, L., Kim, K., Walker, B., DeNardin, T., & Le, H. (2019a). Development and validation of an instrument to measure student perceived e-learning service quality. International Journal of Enterprise Information Systems (IJEIS), 15(2), 15-42. https://doi.org/10.4018/978-1-6684-3877-0.ch034
72. Pham, L., Limbu, Y. B., Bui, T. K., Nguyen, H. T., & Pham, H. T. (2019b). Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 1-26. https://doi.org/10.1186/s41239-019-0136-3
73. Pham, L., Williamson, S., & Berry, R. (2018). Student perceptions of e-learning service quality, e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems (IJEIS), 14(3), 19-40. https://doi.org/10.4018/IJEIS.2018070102
74. Polit, D.F., Beck, C.T. & Hungler, B.P. (2001), Essentials of Nursing Research: Methods, Appraisal and Utilization. 5th Ed., Philadelphia: Lippincott Williams & Wilkins.
75. Purwati, A. A., Pratiwi, N. J., Hamzah, M. L., & Nyoto, N. (2022). The Effect Of Service Quality And Academic Information Systems Quality On Student’s Satisfaction. International Journal of Economics Development Research (IJEDR), 3(1), 51-70. https://doi.org/10.37385/ijedr.v3i1.400
76. Rubio, D. M., Berg-Weger, M., Tebb, S. S., Lee, E. S., & Rauch, S. (2003). Objectifying content validity: Conducting a content validity study in social work research. Social work research, 27(2), 94-104. https://doi.org/10.1093/swr/27.2.94
77. Satuti, J. R., Sunaryanto, S., & Nuris, D. M. R. (2020). Does student satisfaction mediate the correlation between e-learning service quality, academic engagement and academic achievement? JABE (Journal Of Accountıng And Busıness Educatıon), 5(1), 38-53. http://dx.doi.org/10.26675/jabe.v5i1.12699
78. Şeker, H., & Gençdoğan, B. (2014). Psikolojide ve eğitimde ölçme aracı geliştirme (2. Basım) Ankara: Nobel Yayınları.
79. Shahzad, A., Hassan, R., Aremu, A. Y., Hussain, A., & Lodhi, R. N. (2021). Effects of COVID-19 in E-learning on higher education institution students: the group comparison between male and female. Quality & quantity, 55(3), 805-826. https://doi.org/10.1007/s11135-020-01028-z
80. Sousa, V. D., & Rojjanasrirat, W. (2011). Translation, adaptation and validation of instruments or scales for use in cross‐cultural health care research: a clear and user‐friendly guideline. Journal of evaluation in clinical practice, 17(2), 268-274. https://doi.org/10.1111/j.1365-2753.2010.01434.x
81. Srikanthan, G., & Dalrymple, J. (2003). Developing alternative perspectives for quality in higher education. International Journal of Educational Management. 17(3), 126-136. https://doi.org/10.1108/09513540310467804
82. Stodnick, M., & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115-133. https://doi.org/10.1111/j.1540-4609.2007.00162.x
83. Sultan, P., & Wong, H. Y. (2010). Service quality in higher education–a review and research agenda. International Journal of Quality and Service Sciences. 2(2), 259-272. https://doi.org/10.1108/17566691011057393
84. Sultan, P., & Wong, H. Y. (2011). Service quality in a higher education context: antecedents and dimensions. International Review of Business Research Papers, 7(2), 11-20. https://acquire.cqu.edu.au/articles/conference_contribution/Service_quality_in_a_higher_education_context_antecedents_and_dimensions/13455953
85. Swaid, S. I., & Wigand, R. T. (2009). Measuring the quality of e-service: Scale development and initial validation. Journal of Electronic Commerce Research, 10(1), 13-28. http://www.jecr.org/sites/default/files/10_1_p02.pdf
86. Tan, K. C., & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in higher education, 10(1), 17-24. https://doi.org/10.1080/1353832242000195032
87. Taylor, P. S. (2007). Can clickers cure crowded classes? Maclean’s, 120(26-27), 73.
88. Telford, R., & Masson, R. (2005). The congruence of quality values in higher education. Quality assurance in education. 13 (2), 107-119. https://doi.org/10.1108/09684880510594364
89. Tsai, C., Shen, P., & Chiang, Y. (2013). The application of mobile technology in e-learning and online education environments: A review of publications in SSCI-indexed journals from 2003 to 2012. International Journal of Enterprise Information Systems, 9(4), 85–98. https://doi.org/10.4018/ijeis.2013100106
90. Uppal, M. A., Ali, S., & Gulliver, S. R. (2018). Factors determining e‐learning service quality. British Journal of Educational Technology, 49(3), 412-426. https://doi.org/10.1111/bjet.12552
91. Van Teijlingen, E. R., & Hundley, V. (2001). The importance of pilot studies. Social Research Update, 35. https://aura.abdn.ac.uk/bitstream/handle/2164/157/SRU35%20pilot%20studies.pdf?sequence=1&isAllowed=y
92. Wagner, N., Hassanein, K. & Head, M. (2008). Who is responsible for E-learning in Higher Education? A Stakeholders’ Analysis. Educational Technology & Society, 11 (3), 26-36. http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.607.4358&rep=rep1&type=pdf
93. Wang, S. Y., Wang, Y. H., & Shee, Y. D. (2007). Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior, 23(4), 1792–1808. https://doi.org/10.1016/j.chb.2005.10.006
94. Wisloski, J. (2011). Online Education Study: As Enrollment Rises, Institutions See Online Education as a ‘Critical Part’ of Growth, Online Education Information. Retrieved from http://www.geteducated.com/online-education-facts-and-statistics/latest-onlinelearning-news-and-research/461-online-education-study-increasing-enrollment. Date of Access: 18.09.2021.
95. Wolfinbarger, M. F., & Gilly, M. C. (2002). ETailQ: Dimensionalization, measuring and predicting Etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
96. Yang, Z., Cai, S., Zhou, Z., & Zhou, N. (2005). Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information & management, 42(4), 575-589. https://doi.org/10.1016/j.im.2004.03.001
97. Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online serevice quality: Scale development and managerial implications. International Journal of Operations & Production Management, 24(11), 1149–1174. https://doi.org/10.1108/01443570410563278
98. Yilmaz, R. (2017). Exploring the role of e-learning readiness on student satisfaction and motivation in flipped classroom. Computers in Human Behavior, 70(C), 251–260. https://doi.org/10.1016/j.chb.2016.12.085
99. Yoo, B., Donthu, N., (2001). Developing a scale to measure the perceived quality of an internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce 2(1), 31–45. https://sites.hofstra.edu/boonghee-yoo/wp-content/uploads/sites/32/2019/08/2001_QJEC_SITEQUAL.pdf
100. Yurdugül, H. (2005). Ölçek geliştirme çalışmalarında kapsam geçerliği için kapsam geçerlik indekslerinin kullanılması. XIV. Ulusal Eğitim Bilimleri Kongresi, (ss.771-774), 28-30 Eylül 2005, Denizli, Türkiye. https://yunus.hacettepe.edu.tr/~yurdugul/3/indir/PamukkaleBildiri.pdf
101. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375. https://doi.org/10.1177/009207002236911