Research Article
Tolga Dursun, Kader Oskaybas, Cansu Gokmen
CONT ED TECHNOLOGY, Volume 5, Issue 2, pp. 121-145
ABSTRACT
The purpose of this study is to measure the quality of distance education services received from educational institutions which are among the leading service enterprises. More specifically, the study aim to find out what the students’ expectations are, to what extent the student expectations are met and whether or not the acquired findings vary according to demographical characteristics of students. Moreover, this study is an attempt to assess if there are any differences among similar higher education institutions that implement distance learning programs in terms of the perceived quality of their educational services. It is hoped to help improve the quality of existing higher distance education services by evaluations based on the results of a comparative study. Therefore, through the SERVQUAL methodology, the current study has focused on determining the level of satisfaction regarding expectations and perceptions of students as customers. The data in the study were collected through a survey administered to a total of 463 university students. The examination of partial SERVQUAL scores and relevant analyses indicate that expectations are not met for any of the five dimensions affecting service quality in the universities providing e-MBA education through distance learning.
Keywords: Distance education, Service quality, SERVQUAL, Higher education, Service expectations, User perspective
Research Article
Dursun Yener
CONT ED TECHNOLOGY, Volume 4, Issue 1, pp. 50-65
ABSTRACT
Distance learning (DL) has become an important part of university education. In the past DL was applied in different universities with different forms. With rapid technological developments, DL gained a new format through the Internet. Students can take courses online wherever they are geographically. Therefore, working people and adults can enroll higher education institutions without time and space barriers. Like many countries, Turkey adapted its education system to this new form. From 1980’s to recent years, this system has been applied through open education faculties in state universities. However as the number of foundation universities increase, DL became more common in various programs at different levels. Conventional universities use this system in some courses so students take both face-to-face and online courses together. Universities can use this system to use their scarce financial resources effectively with saving some costs and provides possibilities for sustainable advantage. In this paper, evaluation of students’, who are enrolled in a traditional university, about DL quality was analyzed using Grönross’ service quality model.
Keywords: Distance learning, Grönross, Perceived service quality, Dual-mode education