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A model for the implementation of the ISO 10008 standard in a university course Open Access


Other title
Course website
Electronic commerce
Student satisfaction
Higher education
Blended course
Feedback handling
Code of conduct
ISO 10001
Information security
ISO 10004
ISO 10002
Customer satisfaction
ISO 27001
Management system
ISO 10008
Consumer satisfaction
Complaint handling
Type of item
Degree grantor
University of Alberta
Author or creator
Vargas Villarroel, Patricia B
Supervisor and department
Karapetrovic, Stanislav (Mechanical Engineering)
Examining committee member and department
Tian, Zhigang (Mechanical Engineering)
Reformat, Marek (Electrical and Computer Engineering)
Department of Mechanical Engineering
Engineering Management
Date accepted
Graduation date
Master of Science
Degree level
This study illustrates a model for the implementation of a “Business-To-Consumer Electronic Commerce Transaction (B2C ECT)” system in a university course following the ISO 10008:2013 standard. Furthermore, this model includes four subsystems based on ISO 10001:2007 for a code of conduct, ISO 10002:2014 for complaints handling system, ISO 10004:2013 for monitoring and measuring customer satisfaction and ISO/IEC 27001:2013 for information security. The scope of the B2C ECT system in the course considered products delivered by a course website and email. The methodology considered the creation of flowcharts, forms and examples of the processes required for ISO 10008 B2C ECT system and its subsystems in the course to facilitate its implementation. The created model can be self-implemented by a professor or implemented with the help of consultants or researchers. A professor can choose to implement the entire model with its subsystems or only some of them. Another option is that professors can adapt the model according to their needs. For example, they can cover products delivered only through a course website. Moreover, this research presents the first case study in the implementation of ISO 10008. It considers the application of the developed model for the course material delivered through the course site using the Moodle platform in an undergraduate engineering course in a university in western Canada. The implementation of the B2C ECT system in this undergraduate engineering course seems to have contributed to increase student satisfaction with the course website. Before the implementation of the B2C ECT system, on a 1 to 5 scale, student satisfaction with the course website had a median of 3.87, while after the implementation, it was 4.19. Furthermore, around 65% of students expressed that the course quality and satisfaction improved with actions taken because of the implementation of surveys and redesign of the course website.
This thesis is made available by the University of Alberta Libraries with permission of the copyright owner solely for the purpose of private, scholarly or scientific research. This thesis, or any portion thereof, may not otherwise be copied or reproduced without the written consent of the copyright owner, except to the extent permitted by Canadian copyright law.
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