Service Quality in Distance Education using the Gronroos Model

Fazelina Sahul Hamid, Nick Yip

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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.
Original languageEnglish
Pages (from-to)7199-7205
Number of pages7
JournalThe Social Sciences
Issue number30
Publication statusPublished - 2016


  • Service Quality
  • Distance Education
  • Higher Learning Institutions

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