AHBV Üniversitesi Uzaktan Eğitim Programı Hizmet Kalitesinin SERVQUAL Model ile Ölçümü

Year 2023, , 1009 - 1032, 09.01.2024

Ayşe Ediz , Şenol Altan , Kübra Demirel , İsmail Karaman

https://doi.org/10.26745/ahbvuibfd.1253481

Abstract

The distance education is a system that fullfills the function of education without being in the same place. As of the period of Covid-19 pandemic, the distance education system has become a compulsory practice as an alternative to face-to-face education. One of the most important issue in the distance education is the satisfaction of sevice received. This satisfaction evaluates under the concept of service quality. Parasuraman, Zeithaml ve Berry(PZB) developed the SERVQUAL model in order to measure the difference between the service perceptions and the expected service. In this study the service quality provided by UZEM was evaluated using the SERVQUAL model. According to the results, it is seen that there is satisfaction with the quality of distance education provided with a rate of %76.2. According to SERVQUAL dimensions, tangible features take the first place in terms of satisfaction, and responsiveness, empathy, trust, reliability follows it respectively. Lastly, the relationships between SERVQUAL scores on faculty, gender, duration of being student, internet usage areas and computer usage skills questions asked to students were also examined.

Keywords

Service Quality, Service Quality Measurement, SERVQUAL Model, Distance Education

Measuring Service Quality of AHBV University Distance Education Program with SERVQUAL Model

Abstract

The distance education is a system that fullfills the function of education without being in the same place. As of the period of Covid-19 pandemic, the distance education system has become a compulsory practice as an alternative to face-to-face education. One of the most important issue in the distance education is the satisfaction of sevice received. This satisfaction evaluates under the concept of service quality. Parasuraman, Zeithaml ve Berry(PZB) developed the SERVQUAL model in order to measure the difference between the service perceptions and the expected service. In this study the service quality provided by UZEM was evaluated using the SERVQUAL model. According to the results, it is seen that there is satisfaction with the quality of distance education provided with a rate of %76.2. According to SERVQUAL dimensions, tangible features take the first place in terms of satisfaction, and responsiveness, empathy, trust, reliability follows it respectively. Lastly, the relationships between SERVQUAL scores on faculty, gender, duration of being student, internet usage areas and computer usage skills questions asked to students were also examined.

Keywords

Service Quality, Service Quality Measurement, SERVQUAL Model, Distance Education

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