A case study using gap analysis to assess distance learning versus traditional course delivery

A case study using gap analysis to assess distance learning versus traditional course delivery In this pilot study, the authors analyzed student-faculty course evaluations at their university using gap analysis as derived from the SERVQUAL (service quality) model. Utilizing matched sections of an undergraduate management course, data were collected from students at the beginning of a semester in a traditional course setting and in a distance learning course. At the end of the semester, data were again collected from these same students. The purpose was to assess the differences between student expectations going into these courses at the beginning of the term and their final perceptions of these courses at the conclusion of the semester. The authors found that "gaps" do exist on various dimensions between expectations and perceptions in both distance learning and traditional course delivery. An ongoing longitudinal study, using the pilot study methodology, will provide conclusive findings. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Educational Management Emerald Publishing

A case study using gap analysis to assess distance learning versus traditional course delivery

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0951-354X
DOI
10.1108/09513540310501003
Publisher site
See Article on Publisher Site

Abstract

In this pilot study, the authors analyzed student-faculty course evaluations at their university using gap analysis as derived from the SERVQUAL (service quality) model. Utilizing matched sections of an undergraduate management course, data were collected from students at the beginning of a semester in a traditional course setting and in a distance learning course. At the end of the semester, data were again collected from these same students. The purpose was to assess the differences between student expectations going into these courses at the beginning of the term and their final perceptions of these courses at the conclusion of the semester. The authors found that "gaps" do exist on various dimensions between expectations and perceptions in both distance learning and traditional course delivery. An ongoing longitudinal study, using the pilot study methodology, will provide conclusive findings.

Journal

International Journal of Educational ManagementEmerald Publishing

Published: Dec 1, 2003

Keywords: Educational innovation; Teaching methods; Service delivery; Gap analysis; Higher education

References

  • Services Marketing
    Zeithaml, V.; Bitner, M.J.

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