Document Type

Article

Publication Date

2025

Publication Title

International Journal of Education Research

Volume

20

Issue

1

Pages

1-18

Abstract

Higher education institutions strive to gain a competitive advantage over similar programs offered by other institutions. A criterion for comparing programs is the quality of service. The definition of quality from the customer's view is "fitness for use," which incorporates the value generated by the product. Each learner may evaluate programs differently from other learners. It is impossible to develop a unique standard for program quality that is defined by a specific set of factors and specific level for each of these factors. This study presents an extensive set of factors that may affect learners' satisfaction. Higher education administrators should consider these factors in benchmarking and designing their online programs. Another contribution of this study is the comparison of face-to-face and online delivery methods with respect to these dimensions. The quality of service is discussed in the context of Parasuraman and Berry's five dimensions of quality service as defined by Fitzsimmons and Fitzsimmons. This study uses this structure to classify and compare the services needed for offering online programs to those available for face-to-face programs. This will include identifying the different service needs of face-to-face and online programs. This study provides guidelines for universities for their online programs.

Rights

© 2025 The International Academy of Business & Public Administration Disciplines.

All rights reserved. Included with the kind written permission of the copyright holders and the authors.

Comments

ISSN 1932-8442.

Original Publication Citation

Ardalan, A., Ardalan, R. K., & Rhiel, G. S. (2025). A comparison of service needs for face-to-face to online programs. International Journal of Education Research, 20(1), 1-18. 

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