2Kevin Hoffman, "Supporting Online Education: An Examination of Service Quality & Faculty Attitudes in Online Education", http://www. aln. org/alnconf99/presentations/convertedfiles/36/
3The Institute for Higher Education Policy, "Quality on The Line:Benchmarks for Success in Internet- Based Distance Education", http://www. ihep. corn
4Zeithaml V, Parasuraman A, BenT L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York Free Press.
5A. Parasuraman, Valarie A. Zeithaml & Leonard L Berry(1991),"Refinement and Reassessment to the SERVQUAL Scale", Journal of Retailing,Vol. 67 Winter
6Jan M. Pawlowski, CEN/ISSS Workshop on Learning, Project Team Quality Assurance, CWA Quality Assurance Standards, 2002 -08 - 18
