Browsing by Author "Mulu, Samrawit"

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Evaluating Distance Education Service Quality Satisfaction:The Case of Addis Ababa University, School of Commerce
    (Addis Ababa University, 2018-05-11) Mulu, Samrawit; Mesfin, Tewodros (PhD)
    Main objective of this study was evaluating distance education service quality and student satisfaction the case of Addis Ababa University, school of commerce. Further, this study examines the relationship among service quality dimension and student satisfaction and the dominant service quality dimension that influence student satisfaction in distance program. To attain this objective, questionnaire was designed categorized under five dimensions of the HEdPERF model. The sample consists of 191 respondent selected based on cluster and convenience sampling procedure. This study used also both primary and secondary data. The collected data was analyzed with the help of SPSS version 20.Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is a positive correlation between the dimensions of service quality and student satisfaction. Accordingly from the regression result it is observed that all service quality dimensions (academic aspect, non-academic aspect, reputation, access and program issue) have positive and significant impact on student satisfaction. Furthermore, 93.5 % of the variations in student satisfaction are explained by service quality dimensions in Addis Ababa University School of Commerce. Based on this, in order to improve service quality of the institution, the researcher suggested that, the institution should focus more on non-academic and program issue aspects because in the researcher mentioned variables had the lowest mean score. In addition reputation is the dominant service quality dimension therefore; university management should works on the indicator of this dimension