@article{van Antwerpen_Dirkse van Schalkwyk_2023, title={A Service Quality Framework for private higher open distance e-learning institutions in South -Africa}, volume={13}, url={https://joqie.org/index.php/joqie/article/view/346}, DOI={10.37870/joqie.v13i21.346}, abstractNote={<p>The primary purpose of this paper was to develop an industry-specific service quality framework for private higher education institutions in an open distance e-learning environment in South Africa. Service quality for higher education operations is a key performance objective due to the increasingly competitive, marketing-oriented and highly regulated environment. Using a quantitative research approach, this research was conducted at two private higher education institutes. Data analysis included an exploratory factor analysis (EFA) approach followed by confirmatory factor analysis (CFA). Finally, a service quality framework was compiled consisting of four primary constructs. The paper makes a pioneering contribution and bridges a significant gap with the development of the first Open Distance and e-Learning service quality framework for private higher education institutions in South Africa.</p>}, number={21}, journal={The Journal of Quality in Education}, author={van Antwerpen, Sumei and Dirkse van Schalkwyk, Riaan}, year={2023}, month={May}, pages={32–44} }