Building Quality from Satisfaction in Online Learning Using Total Quality Management: A Case Study

Abstract

Full degree programs have been offered via virtual classroom environments for some time now, and the pace of online program development is not abating. Even though many of these programs are beginning to mature there is still skepticism in terms of the quality of the programs utilizing the new paradigm. While some of this may be unfounded, there is always a justification phase with the introduction of a new paradigm, and it is important to demonstrate “equivalent quality”. The issue of quality education is not an online learning issue only, and often student satisfaction surveys are what we use to point to quality programs. There is often some doubt as to whether such surveys are capable of addressing the issue of quality, but in many cases these are all we have in terms of feedback.