Abstract:

The issue of measuring and managing quality in service delivery is long been a critical concern in open and distance learning system. Several measurement approaches have been applied to the same with varying degrees of success. SERVQUL as a model has found wide applications in assessment of quality of services across a wide range of services. This paper, in an attempt to identify suitable quality parameters, focuses on assessing the quality as perceived by the students of the IGNOU management programme, using the SERVQUL model through a survey based research. The results show the relative importance assigned by the learners to different quality dimensions as well as assessment given by them on the parameters used in the study.