Exploring the dimensions of e-servicescape in an online teaching and learning platform: the case of Senar
DOI:
https://doi.org/10.20435/multi.v30i75.4828Keywords:
E-servicescape, EaD platform, SenarAbstract
The study aimed to analyze the distance education (EaD) service offered by the National Rural Learning Service (Senar), focusing on the virtual teaching and learning platform. This is a case study that consisted of exploring the entire Senar EaD platform. The data were synthesized in the servicescape dimensions proposed by Bitner (1992). As a result, it was observed that several aspects of the project need to be explored in order to maximize the user experience, especially in relation to the organization of the courses offered. The dimensions environment, signs, symbols and artifacts, and interaction have been well met. On the other hand, several aspects of the project still need to be explored in order to facilitate user navigation. This study contributes by including in the analysis of the e-servicescape the context of an organization focused on training and professionalization in rural areas that has not yet been covered by the literature on the subject.
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