Comparison of Quality of Service of Distance Education at Universities

Abstract

The difference between the distance education and the formal education system is to provide different requirements, expectations and environments the provision of training opportunities to people. In this way, there is a huge population that has an opportunity to get distance education. Increase of service sector firms and gain more profit by providing service to their customers have made the concept of quality of service more crucial today. This study seeks to compare the service quality between the universities

Keywords

• Distance education, service quality, Servqual

References

1. Chan, P. S., Welebir, B.(2003). Strategies for e-education. Industrial and Commercial Training,34 (5), pp.196- 202.
2. Crosby, P. B. (1979). Quality is Free: The Art Of Making Quality Certain. Newyork: New American Library. Deming, W.E.. (1998). Krizden Çıkış. Cem Akaş (Trans.). İstanbul: Kalder Yayınları
3. Gegez, A.E. (2005). Pazarlama Araştırmaları (1st Ed.). İstanbul:Beta . Göktolga, Z. G., Özkan, M. (2011). 1998-2002 Yılları Türkiye Taşımacılık Sektörü Kilit Sektörlerinin Girdi- Çıktı Analizi. Sosyal Bilimler Araştırmaları Dergisi, 2, p.66.
4. Güneş, A. and Altıntaş T. (2012). Evaluation of distance education components: A case study of associate degree programs. Academy of Educational Leadership Journal, 16 (3), 23-34.
5. Hair, J. F., Tatham, Ronald L., Anderson, Rolph E. and Black,W. (1988). Multivariate Data Analysis. 5th Edition, Prentice-Hall International Inc.
6. Karaca, P.Ö. (December 2011). Havayolu Müşterilerinin Hizmet Karşılaşmalarında Tatmin Düzeylerini Etkileyen Kritik Anlar Üzerine Bir Araştırma. Electronic Journal Of Vocational Colleges, p.69.
7. Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation and Control (9th Ed.). New Jersey: Prentice Hall International, Inc.
8. Kotler, P. (2001). Kotler ve Pazarlama. (Trans.) Ayşe Özyağcılar. İstanbul: Sistem Yayıncılık. Kotler, P., Armstrong, G.(2004) Principles of Marketing. (10th Ed.). Prentice-Hall , Inc., New Jersey.

9. Kurtuluş, K. (2008). Pazarlama Araştırmaları. Genişletilmiş ve Gözden Geçirilmiş, 9th Ed. İstanbul, Filiz Kitabevi.
10. Okumuş, A., Asil, H.(November, 2007). Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi.İ.Ü. İşletme Fakültesi İşletme Dergisi,36 (2),p. 8.
11. Öztürk, S.A. (2007). Hizmet Pazarlaması. (7th Ed.). Bursa, Ekin Basım Yayın Dağıtım.
12. Parasuraman, A., Zeithaml, V. A. and Berry. L. L. (1985, Fall). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, pp.41-50.
13. Parasuraman, A., Zeithaml, Valarie, A. and Berry, L. L.(1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality, Journal Of Retailing, 64 (1), pp.12-39.
14. Parasuraman, A. and Berry L.L. (1991). Marketing Services: Competing Through Quality, (The Free Press).New York: Macmillan, Inc. Parasuraman, A., Zeithaml, Valarie, A. and Berry, L. L. (1991). Understanding Customer Expectations of Service. Sloan Management Review, 32.
15. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994, January). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research. Journal of Marketing, 58, pp.111-24.
16. Sachdev, S. B., Verma, H. V. (April-September 2004).Relative Importance Of Service Quality Dimensions: A Multisectoral Study. Journal Of Services Research, 4 (1), p.97.