Quality Assessment based on the application of the Servqual Tool - A Case Study in a Distance Education Institution in Mozambique

Abstract

This article presents a modified version of the SERVQUAL model to measure student satisfaction at the Higher Institute of Sciences and Distance Education in Mozambique. The SERVQUAL model consists of the use of questions related to services to distance education students. These questions were organized using the SERVQUAL questionnaire in two phases to determine the difference between their expectations and perceptions. Results obtained from 348 students' responses show the usefulness of this tool to obtain the students' perception synthetically and reduced format that can be used by the members of the administration to make decisions. The Empathy dimension came closest to the students' expectations, while the Response Capacity dimension had the worst assessment. On the other hand, the SERVQUAL model can be a useful complement to the standard quality assessment tools for distance education institutions. The methodology used in this research has never been used in Mozambique.