Online Education: A SERVQUAL perspective

Abstract

The education industry is witnessing the impact of IT products in last few years. Efforts of government to give all inclusive growth to education has broadened the horizon of online education. In this research work,opportunity to understand the acceptance of online education was availabe after breakout of pandemic. The learners who were attending classes online on multiple platforms were asked to respond on SERVQUAL scale for perception and expectations. The sample of 312 students was taken from graduate and post graduate students of many institute in Indore city. Confirmatory factor analysis was used to  study suitability of the SERVQUAL model. Paired t test was used to understand the differences in perception and expectation.  Authors have observed that a lot is required to be done before  formalizing the online education. The major issue was related to perceived poor service quality.