Year: 2025
Type: article
Study design: Observational Study
Abstract: This study aimed to establish a foundation for enhancing online learning experiences in higher education by evaluating service quality through the SERVQUAL framework. Specifically, it examined the gaps between students’ expectations and satisfaction across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study provided empirical insights to guide improvements in digital learning environments. An analytical research design, utilizing SERVQUAL gap analysis to assess online learning service quality was used. Data were collected through an online survey of 1,892 college students, measuring their perceived expectations and satisfaction with online learning modality. The paired sample t-test and Cohen’s d effect size analysis were used to quantify the significance of the gaps. The results indicated significant negative gaps across all five SERVQUAL dimensions (p < .001), confirming that online learning platforms fall short of students’ expectations. The largest gaps were observed in technological reliability, instructor responsiveness, and institutional support, suggesting systemic deficiencies in online education. These findings highlight the urgent need for infrastructure improvements, faculty training in digital pedagogy, and enhanced student support services. This study provides a data-driven foundation for improving online learning systems using SERVQUAL analysis, offering actionable insights for higher education institutions, policymakers, and educators to enhance the quality and effectiveness of digital learning environments.
Authors: Kolehiyo ng Pantukan, Eufrosina Mines, Albeb Taray, Kolehiyo ng Pantukan, Quennie Cunanan, Kolehiyo ng Pantukan
Institution: Kolehiyo ng Pantukan
Language: English
Topic: Online and Blended Learning
Subfield: Education
Field: Social Sciences
Domain: Social Sciences
Open Access status: gold
Estimated APC paid: $50
OpenAlex ID: W4410714161