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International Journal of Education and Teaching Zone
ISSN : 29637899     EISSN : 28307925     DOI : https://doi.org/10.57092/ijetz.v1i2
Core Subject : Education, Social,
International Journal of Education and Teaching Zone (IJETZ) is a double-blind peer-reviewed and open-access journal on Education and teacher training. The focus of this journal is to discuss issues of education and teacher training in countries around the world, both in public educational institutions and private educational institutions. IJETZ Journal provides the opportunity to receive articles related to education and teaching from research results starting from preparatory levels, elementary schools, and universities. The scopes of IJETZ Journal include Islamic Education, Social Education Studies, Natural Science Education Studies, Physics Education, Physical Education, Mathematics Education, Environmental Education, Language Education, Management Education, Teaching and Learning, Quality Education, Teacher Education, Educational Technology, Early Childhood Education, Special Education, Guidance and Counseling Education, and other educational fields in the world.
Articles 151 Documents
Educational Service Quality in Postgraduate Distance Education: Evidence from Indonesia Siti Julaeha; Kristanti Ambar Puspitasari; Maya Puspitasari
International Journal of Education and Teaching Zone Vol. 5 No. 2 (2026): June 2026 Edition
Publisher : Yayasan Nurul Yakin Bunga Tanjung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57092/ijetz.v5i2.840

Abstract

The post-pandemic expansion of digital learning has intensified competition among open and distance learning (ODL) institutions, making educational service quality essential for enhancing student learning experiences. Despite extensive research on service quality in higher education, limited evidence explains how postgraduate students prioritise service improvements in blended ODL environments. This study identifies the educational service attributes that postgraduate students consider most important, evaluates institutional performance, and prioritises improvement areas at Universitas Terbuka (UT), Indonesia. A cross-sectional survey of 345 postgraduate students assessed 78 indicators across the five SERVQUAL dimensions. Data were analysed using descriptive statistics, importance performance gap analysis, and Importance Performance Analysis (IPA). Results showed that perceived performance (M = 3.59) consistently fell below importance (M = 3.75), indicating unmet student expectations. Responsiveness exhibited the largest performance gap (0.26), while eight attributes, primarily related to tutor and administrative responsiveness, were identified as priorities for improvement. The largest gaps were found in the timeliness of grading and feedback, demonstrating that IPA quadrants alone may overlook critical service priorities. By combining IPA with ranked gap analysis, this study offers a more robust approach to prioritising service improvements and provides practical guidance for enhancing educational service quality and student learning experiences in postgraduate distance education.