Quality of Service Evaluation of a Learning Management System using ISO/IEC 25011: A Prioritization Strategy

Online education has gone through great changes after the massification of the Internet, mobile devices, and the positioning of the Learning Management System (LMS) platforms. However, the service quality of these platforms still presents difficulties in some contexts, particularly in an entrepreneurship. The objective of this study is to apply ISO/IEC 25011 to establish priorities for improving an LMS using the Analytic Hierarchy Process (AHP). For this work, a systematic mapping of the literature and a case study of a local entrepreneurship were carried out. The quality of service model was established on relevant LMS services, and the sub-characteristics selected were used as criteria on AHP; to be able to provide information for the decision making of product improvement. The application of AHP into the prioritization process allowed to stablish a ranking of service and sub-characteristics in a systematic way.