Abstract
Online and distance education gained prominence during and post-COVID-19 pandemic and have continued to receive attention from managers of higher education institutions (HEIs) in Ghana. While online and distance learning has been found to be more convenient and cost effective, concerns of dissatisfaction about the quality of support accorded to students have been raised. Student support services have been identified as an essential component in ensuring quality education in open and distance learning. Yet, much attention has not been paid to this role across HEIs in Ghana. In addition, the quality of learning centres and interaction with administrative and other support staff in a blended learning system remains a gap in the literature. Using a random sample of 361 students from a university in Ghana, the purpose of this chapter was to investigate students’ perception of service quality in a blended learning environment and identify the factors that influence students’ satisfaction and happiness in a Ghanaian university. Participants in the study completed a seven-point Likert scale questionnaire on happiness, satisfaction, and service quality (SERVQUAL) indicators. The SERVQUAL indicators were tested to ascertain the correlation between SERVQUAL indicators and satisfaction on one hand, and happiness on the other. Thefindings show a significantly strong correlation between empathy and assurance in determining students’ satisfaction and happiness. That is, students are satisfied and happy when employees of the university make efforts at meeting their needs or demonstrate a sincere interest in their concerns and remain polite and courteous while addressing their concerns. The implications of the findings on higher education delivery are discussed. The chapter concludes that university employees must be guided by the potential challenges that confront students and be prepared to support their learning experiences to inspire trust and confidence, especially in the post-COVID-19 era.
Original language | English |
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Title of host publication | Sustainable Community Development in Ghana |
Publisher | Taylor and Francis |
Pages | 76-95 |
Number of pages | 20 |
ISBN (Electronic) | 9781040030950 |
ISBN (Print) | 9781032431833 |
DOIs | |
Publication status | Published - 1 Jan 2024 |
Keywords
- Distance Education
- Higher Education Institutions
- Satisfaction
- Service Quality