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

Ayşe Ediz; Şenol Altan; Kübra Demirel; İsmail Karaman

Article Details

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

Authors:

Ayşe Ediz | Şenol Altan | Kübra Demirel | İsmail Karaman

Publisher:

Ankara Hacı Bayram Veli University

Main Topics:

Yöneylem

Journal:

Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.25 Issue 3, pp.1009-1032

Document Type:

Article

Publication Date:

9/2024

Document Language:

Turkish

Document ID (Org No.):

2001308100

pISSN:

2667-405X

Keywords:

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 BerryPZB 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.

 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 BerryPZB 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.

 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 BerryPZB 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.

 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 BerryPZB 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.

Article Details

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

Authors:

Ayşe Ediz | Şenol Altan | Kübra Demirel | İsmail Karaman

Publisher:

Ankara Hacı Bayram Veli University

Main Topics:

Yöneylem

Journal:

Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.25 Issue 3, pp.1009-1032

Document Type:

Article

Publication Date:

9/2024

Document Language:

Turkish

Document ID (Org No.):

2001308100

pISSN:

2667-405X

Service Quality

Service Quality Measurement

SERVQUAL Model

Distance EducationService Quality

Service Quality Measurement

SERVQUAL Model

Distance Education

Issues

Article Details

Authors: Ayşe Ediz | Şenol Altan | Kübra Demirel | İsmail Karaman

Publisher: Ankara Hacı Bayram Veli University

Main Topics: Yöneylem

Journal: Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.25 Issue 3, pp.1009-1032

Document Type: Article

Publication Date: 9/2024

Document Language: Turkish

Document ID (Org No.): 2001308100

pISSN: 2667-405X

Issues

Authors:

Ayşe Ediz | Şenol Altan | Kübra Demirel | İsmail Karaman

Publisher:

Ankara Hacı Bayram Veli University

Main Topics:

Yöneylem

Journal:

Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.25 Issue 3, pp.1009-1032

Document Type:

Article

Publication Date:

9/2024

Document Language:

Turkish

Document ID (Org No.):

2001308100

pISSN:

2667-405X