A Proposed vision for Distance Learning Service Quality at Umm Al-Qura University in the light of the Analysis of the gap during Corona crisis according to the SERVQUAL scale

Dr Manal Abdul Rahman Safar¹

¹ Associate professor at the planning and educational administration department Collage of Education - Umm Al-Qura University, [email protected]

Volume:13 | Issue: 3 | Pages: 1-34 | https://doi.org/10.54940/ep71601407 | September 2021 | PDF

Received: 1 August 2021 | Accepted: 7 October 2021

Abstract:

The study aimed to develop a Proposed vision for Distance Learning Service Quality at Umm Al-Qura University, based on the results of the analysis of the perceived and expected service quality gap for distance education during Corona crisis, the study used the analytical descriptive approach, the necessary data was collected through a questionnaire consisting of (22) items distributed over Five dimensions according to SERVQUAL scale, The study was applied at the end of the academic year 1441 AH, on a random sample of students at Umm Al-Qura University, that reached (358) students. The results of the study indicated that the perceived and expected quality of service for distance learning during Corona crisis at Umm Al-Qura University came at a high level. “With a gap in favor of the expected quality, in the light of the results of the gap analysis, A Proposed vision for Distance Learning Service Quality at Umm Al-Qura University has been Developed.

Keywords:

Distance Learning, Deficiencies Model, SERVQUAL, Covid-19 pandemic, Umm Al-Qura University

How to cite this paper:

Safar, M (2021). A Proposed vision for Distance Learning Service Quality at Umm Al-Qura University in the light of the Analysis of the gap during Corona crisis according to the SERVQUAL scale, Journal of Umm Al-Qura University for Educational and Psychological Sciences, Vol (13), No (3)