QUALITY ASSESSMENT IN DISTANCE EDUCATION UNDER THE STUDENT'S PERSPECTIVE: PROPOSING AND TESTING OF A MODEL USING STRUCTURAL EQUATION

Distance Learning (DL) is a pedagogical method under construction that imposes challenges to quality management activities performed on such platforms. Seeking to contribute in this direction, this paper aimed to identify the dimensions of Perceived Quality in Distance Learning and its behavioral consequences. Based on literature review about Distance Learning, quality, satisfaction and loyalty, a research model was designed, including the assessment of Teaching Quality (education excellence system with professional practice for a fair cost/price) and Service Quality (education support structure that allows the development of educational activities, offering a pleasant experience). An electronic survey containing the research hypotheses was elaborated with 113 students tested according to a PLS structural model (Partial Least Squares), and the data collected confirmed a strong effect of quality on image and satisfaction. The results suggest that individual and environmental factors greatly influence in the intention of using DL in the future. This paper also presents theory and practice considerations, as well as limitations and suggestions for research fields.