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Papers by Qin Gao
Lecture Notes in Computer Science, Jul 21, 2013
Engineering Psychology and Cognitive Ergonomics: Performance, Emotion and Situation Awareness, 2017
International Journal of Human-Computer Interaction, 2015
SERVQUAL is the best known and most commonly used scale measuring service quality in a wide varie... more SERVQUAL is the best known and most commonly used scale measuring service quality in a wide variety of service environments. But several researchers have identified potential difficulties with the reliability and validity of the scale when it is used in a specific service environment. The purpose of this study is to review the scales measuring service quality in researches, comparing with SERVQUAL from the perspective of research method and dimensionality, and to investigate whether SERVQUAL are still suitable for measuring quality of typical service industries. We chose four well-studied service industries as key domains, and reviewed related researches about developing scales of measuring service quality in those four domains in the past 30 years. The four industries are retail banking, transportation, higher education and online shopping. Results showed that, even though the quality of most typical service industries cannot be completely measured by using SERVQUAL, the dimensiona...
Engineering Psychology and Cognitive Ergonomics
Features of online social information services show promises for overcoming obstacles in current ... more Features of online social information services show promises for overcoming obstacles in current knowledge management practices. This paper first discussed the potential efficacy and emerging practices of such technologies in the domain of knowledge management. Then a quality model of online social information systems was derived from prior literature on online information service quality and analyses of characteristics of emerging technologies.
To enhance interactions between learners, instructors, and content for MOOC courses, this study p... more To enhance interactions between learners, instructors, and content for MOOC courses, this study purposes a new video lecturing interface that embeds synchronized discussions and notes anchored to the video timeline. The design concept was evaluated with 4 MOOC instructors, 8 teaching assistants, and 7 learners using a prototype. Most participants agreed that the design would enhance learner-content, learner-learner, and learner-instructor interactions, and may further improve learning performance, satisfactions, and may decrease dropout rate. However, the form of presenting discussions and possibly unrelated content may distract learners, and the design requires further improvement.
Computers & Education, 2008
Lecture Notes in Computer Science, Jul 21, 2013
Engineering Psychology and Cognitive Ergonomics: Performance, Emotion and Situation Awareness, 2017
International Journal of Human-Computer Interaction, 2015
SERVQUAL is the best known and most commonly used scale measuring service quality in a wide varie... more SERVQUAL is the best known and most commonly used scale measuring service quality in a wide variety of service environments. But several researchers have identified potential difficulties with the reliability and validity of the scale when it is used in a specific service environment. The purpose of this study is to review the scales measuring service quality in researches, comparing with SERVQUAL from the perspective of research method and dimensionality, and to investigate whether SERVQUAL are still suitable for measuring quality of typical service industries. We chose four well-studied service industries as key domains, and reviewed related researches about developing scales of measuring service quality in those four domains in the past 30 years. The four industries are retail banking, transportation, higher education and online shopping. Results showed that, even though the quality of most typical service industries cannot be completely measured by using SERVQUAL, the dimensiona...
Engineering Psychology and Cognitive Ergonomics
Features of online social information services show promises for overcoming obstacles in current ... more Features of online social information services show promises for overcoming obstacles in current knowledge management practices. This paper first discussed the potential efficacy and emerging practices of such technologies in the domain of knowledge management. Then a quality model of online social information systems was derived from prior literature on online information service quality and analyses of characteristics of emerging technologies.
To enhance interactions between learners, instructors, and content for MOOC courses, this study p... more To enhance interactions between learners, instructors, and content for MOOC courses, this study purposes a new video lecturing interface that embeds synchronized discussions and notes anchored to the video timeline. The design concept was evaluated with 4 MOOC instructors, 8 teaching assistants, and 7 learners using a prototype. Most participants agreed that the design would enhance learner-content, learner-learner, and learner-instructor interactions, and may further improve learning performance, satisfactions, and may decrease dropout rate. However, the form of presenting discussions and possibly unrelated content may distract learners, and the design requires further improvement.
Computers & Education, 2008