DL-sQUAL: A Multiple-Item Scale for Measuring Service Quality of Online Distance Learning Programs

July 10, 2006


Education is a service with multiplicity of student interactions over time and across multiple touch points. Quality teaching needs to be supplemented by consistent quality supporting services for programs to succeed under the competitive distance learning landscape. ServQual and e-SQ scales have been proposed for measuring quality of traditional and eCommerce services. Currently there are no instruments available to measure the quality of distance learning services. With the growing demand for online education there is a need for an instrument to measure the quality of online distance learning services. This study addresses the gap by identifying the dimensions and the service quality scale (DL-sQUAL) of online distance learning programs.

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