| Abstract [eng] |
This research analyzed the impact of perceived quality of distance learning services on customer satisfaction and the role of perceived value of distance learning in this process. Distance learning is becoming more and more popular approach of teaching and learning not only in the education area, but at workplaces too. Distance learning is also becoming a more popular service, therefore a number of service providers is only increasing, as well as interest in the topics of perceived quality, perceived value and customer satisfaction in the area of distance learning. Scientific literature emphasizes two key types of distance learning – synchronous and asynchronous learning, however, there is a new methods that is becoming more and more popular – so called blended learning, which combines elements of both – synchronous and asynchronous training. Distance learning can offer a lot of benefits, including flexibility, accessibility and engaging content, however, it also has it’s challenges, the key ones being lack of teacher’s digital competencies and unruly behaviour during classes. This study used a quantitative research method. Data was collected through anonymous survey from 252 employed respondents. The research results revealed that perceived qualities of distance learning system, instructor and course materials, as well as administrative and support services has a positive influence on customer satisfaction. This study also found that perceived value mediates the relationship between perceived quality of distance learning services and customer satisfaction, but only partially, as direct impact remains statistically significant. |
