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REVIEW OF THE LITERATURE
Quality and Assessment
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academic and service academic environment Accurate advising assistance adapted SERVQUAL adult students ANOVA Appropriate course requirements assessment assistance from advisors attitudes behavioral intentions campus characteristics column format communication components computer-supported collaborative learning concern for students consumers customers defined demographic developed difference scores distance education programs distance learning effect enrolled in distance entire sample evaluation factor faculty five dimensions Gap Analysis gender grading procedures Hampton high quality education higher education important indicated individual Institution interactive video Journal of Distance Likert scale mailing Means and Standard measure of service methods needs outcomes perceptions performance persons problem professional professors quality in distance questionnaire Reason for Enrollment research question response rate scale Section service adequacy service quality services marketing SERVQUAL instrument significant Standard Deviations students enrolled survey instrument survey items Table telecourse University University of Denver Valdosta State University variables Verduin & Clark virtual communities Zeithaml