ABSTRACT
The use of the Internet and the development of new technologies have introduced remarkable changes in the teaching-knowledge process in higher education. Due to the Covid-19 pandemic, most of universities have had to change from the traditional face-to-face teaching to online teaching methods (eLearning). For this reason, the present research aims to measure the quality of service perceived by the students about the eLearning process during the period of the Covid-19. To attain this goal, a variant of the Importance-Performance-Analysis (Gap-IPA) method is used. The importance is evaluated by means of the Structural Equation Method. The data was gathered from a sample of 467 students from a Spanish southern University, who receive face-to-face teaching under normal or customary circumstances. The results show that for improving the quality of online teaching priority action must be taken on the following aspects: interaction between students, concentration during online lessons, revision of online tests, system utility and diversity of assessment methods. The findings of this study allow to guide educational managers in the correct definition of their strategies. © 2022 Universidad Autonoma de Madrid. All rights reserved.