Evaluating Distance Education Service Quality Satisfaction:The Case of Addis Ababa University, School of Commerce
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Date
2018-05-11
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Addis Ababa University
Abstract
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
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Keywords
Academic Aspect, Non-academic Aspect, Reputation