Abstract:

In order to be able to provide a high quality service for the customer, the needs, interests and desires of the customers should be well determined and their perceptions should be understood. Measuring and evaluating the quality of the service provided in the education sector, where competition is now very intense, is going to contribute greatly to the achievement of the goals of the institution and gaining brand value. The aim of this research is to evaluate the quality of distance education service received by distance education students according to the student opinions. This study was carried out in the descriptive survey model. The universe of the research consists of students studying at Malatya İnönü University in the 2022-2023 academic year and taking courses in distance education. 589 students who participated in the sample voluntarily are included. The Distance Education Service Quality (UE-SERVQUAL) scale, which is compatible with the features of distance education services developed by Gök, is used to determine the perceptions of students about the quality of distance education. The UE-SERVQUAL scale has a 4-factor structure. These are learning environment, trust, accessibility and responsiveness. Data are collected online. In order to reach the students, the scale used is shared via the Teaching Management System used by the students for distance education. Students evaluate the distance education service quality they have received close to the average. It is seen that they evaluated it at a moderate level according to the averages. There was no significant difference between the perceived distance education service quality perceptions of students according to gender, teaching style (formal, distance), marital status, age, but a significant difference was found according to education level (associate degree, undergraduate, graduate) and lice use levels.

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