Özet:

This study attempts to examine the Demographic Factors on Online/Distance Program of ASHE inflecting service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy). Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. This study was conducted using a set of questionnaire to 610. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman’s SERVQUAL (1985), which related to the factors contributing to students’ satisfaction.

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