TY  - JOUR
T1  - Service Quality in Distance Education using the Gronroos Model
AU - Hamid, Fazelina Sahul AU - Yip, Nick 
JO  - The Social Sciences
VL  - 11
IS  - 30
SP  - 7199
EP  - 7205
PY  - 2016
DA  - 2001/08/19
SN  - 1818-5800
DO  - sscience.2016.7199.7205
UR  - https://makhillpublications.co/view-article.php?doi=sscience.2016.7199.7205
KW  - Service quality
KW  -Gronroos Model
KW  -distance education
KW  -higher learning institutions
AB  - 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 service quality dimensions that emerged from the exploratory factor analyses relate
to the dependability of the service (reliability), personal attention that is given to customers (empathy) and
service outcome (technical quality). The result confirms all three service quality dimensions have significant
and positive effect on image and perceived service quality. The mediating role of image in the model is also
confirmed. The results also confirm that all three service quality dimensions have significant indirect effect on
perceived service quality. The positive relationship between perceived service quality and satisfaction is also
confirmed. Managerial implications of the major findings are provided.
ER  -