publication . Article . 2016

Service Quality in Distance Education using the Gronroos Model

Hamid, Fazelina Sahul; Yip, Nick;
Open Access English
  • Published: 01 Jan 2016
  • Country: Japan
Demand for distance education programs have been increasing rapidly over the years. As a result, assessment of the quality of distance education programs has become a strategic issue that is very pertinent for program survival. This study uses Gronroos Model for assessing the service quality of the Malaysian distance education institutions. This model is chosen because it takes into account of the service delivery process and also service outcome. Our study confirms the multidimensional nature of service quality constructs as proposed by the Gronroos Model. However, it does not confirm the unidimensionality of functional quality and technical quality. Three serv...
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