A Service Quality Framework for private higher open distance e-learning institutions in South -Africa
The primary purpose of this paper was to develop an industry-specific service quality framework for private higher education institutions in an open distance e-learning environment in South Africa. Service quality for higher education operations is a key performance objective due to the increasingl...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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amaquen
2023-05-01
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| Series: | The Journal of Quality in Education |
| Subjects: | |
| Online Access: | http://journal.amaquen.org/index.php/joqie/article/view/346 |
| _version_ | 1797835754030759936 |
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| author | Sumei van Antwerpen Riaan Dirkse van Schalkwyk |
| author_facet | Sumei van Antwerpen Riaan Dirkse van Schalkwyk |
| author_sort | Sumei van Antwerpen |
| collection | DOAJ |
| description |
The primary purpose of this paper was to develop an industry-specific service quality framework for private higher education institutions in an open distance e-learning environment in South Africa. Service quality for higher education operations is a key performance objective due to the increasingly competitive, marketing-oriented and highly regulated environment. Using a quantitative research approach, this research was conducted at two private higher education institutes. Data analysis included an exploratory factor analysis (EFA) approach followed by confirmatory factor analysis (CFA). Finally, a service quality framework was compiled consisting of four primary constructs. The paper makes a pioneering contribution and bridges a significant gap with the development of the first Open Distance and e-Learning service quality framework for private higher education institutions in South Africa.
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| first_indexed | 2024-04-09T14:57:34Z |
| format | Article |
| id | doaj.art-7edbc3c728b5416cb48e5fdc7d3fcd16 |
| institution | Directory Open Access Journal |
| issn | 2028-1897 |
| language | English |
| last_indexed | 2024-04-09T14:57:34Z |
| publishDate | 2023-05-01 |
| publisher | amaquen |
| record_format | Article |
| series | The Journal of Quality in Education |
| spelling | doaj.art-7edbc3c728b5416cb48e5fdc7d3fcd162023-05-02T01:04:23ZengamaquenThe Journal of Quality in Education2028-18972023-05-01132110.37870/joqie.v13i21.346A Service Quality Framework for private higher open distance e-learning institutions in South -AfricaSumei van Antwerpen0Riaan Dirkse van Schalkwyk1University of South AfricaUniversity of South Africa The primary purpose of this paper was to develop an industry-specific service quality framework for private higher education institutions in an open distance e-learning environment in South Africa. Service quality for higher education operations is a key performance objective due to the increasingly competitive, marketing-oriented and highly regulated environment. Using a quantitative research approach, this research was conducted at two private higher education institutes. Data analysis included an exploratory factor analysis (EFA) approach followed by confirmatory factor analysis (CFA). Finally, a service quality framework was compiled consisting of four primary constructs. The paper makes a pioneering contribution and bridges a significant gap with the development of the first Open Distance and e-Learning service quality framework for private higher education institutions in South Africa. http://journal.amaquen.org/index.php/joqie/article/view/346service qualityhigher educationprivate higher educationOdeLservice quality frameworksservice quality dimensions |
| spellingShingle | Sumei van Antwerpen Riaan Dirkse van Schalkwyk A Service Quality Framework for private higher open distance e-learning institutions in South -Africa The Journal of Quality in Education service quality higher education private higher education OdeL service quality frameworks service quality dimensions |
| title | A Service Quality Framework for private higher open distance e-learning institutions in South -Africa |
| title_full | A Service Quality Framework for private higher open distance e-learning institutions in South -Africa |
| title_fullStr | A Service Quality Framework for private higher open distance e-learning institutions in South -Africa |
| title_full_unstemmed | A Service Quality Framework for private higher open distance e-learning institutions in South -Africa |
| title_short | A Service Quality Framework for private higher open distance e-learning institutions in South -Africa |
| title_sort | service quality framework for private higher open distance e learning institutions in south africa |
| topic | service quality higher education private higher education OdeL service quality frameworks service quality dimensions |
| url | http://journal.amaquen.org/index.php/joqie/article/view/346 |
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