Title: MOOC service quality: theoretical and empirical analysis

Authors: Neeraj Chopra; Rajiv Sindwani; Manisha Goel

Addresses: J.C. Bose University of Science and Technology, YMCA, Faridabad, NH-2, Sector-6, Mathura Road, Faridabad-121006 Haryana, India ' J.C. Bose University of Science and Technology, YMCA, Faridabad, NH-2, Sector-6, Mathura Road, Faridabad-121006 Haryana, India ' J.C. Bose University of Science and Technology, YMCA, Faridabad, NH-2, Sector-6, Mathura Road, Faridabad-121006 Haryana, India

Abstract: Technological advancements have shifted education from 'high-touch, face-to-face' model to 'high-tech, low touch virtual one', enabling the rise of MOOC platforms. This transformation entails a reconfiguration of the conventional scales of measuring educational service quality in accordance with the MOOC platforms. With this aim, this work investigates the service quality dimensions of MOOC platform from the learners' angle under fuzzy environment. Five novel and vital MOOC service quality (MOOCSQ) dimensions namely native language MOOC content, MOOC learner interface, adaptive learning environment, learner support and credit mobility and functional suitability and performance efficiency are proposed. Fuzzy linguistic evaluation of MOOCSQ dimensions has been conducted. Sensitivity analysis with random criteria weights validated the stability of the proposed technique. Detailed examination of the MOOC extant literature indicates that this work is among the pioneer attempt that has investigated MOOC service quality dimensions from learners' standpoint. The outcome suggest that native language MOOC content is the least preferred service quality dimension, while adaptive learning environment is the most preferred. The nuanced fuzzy linguistic analysis results imply various crucial insights into the weighted importance of service quality dimensions and findings will be fruitful to academicians and industry alike.

Keywords: massive open online courses; MOOCs; service quality; MCDM; fuzzy best worst method; FBWM; sensitivity analysis.

DOI: 10.1504/IJSTM.2025.149175

International Journal of Services Technology and Management, 2025 Vol.30 No.2/3, pp.217 - 236

Received: 08 Jan 2025
Accepted: 07 Feb 2025
Published online: 16 Oct 2025 *

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