Quality of Distance Learning Services
The online DL_sQUAL questionnaire can be customized to fit the needs of the institution. Items not directly applicable can be deleted. Items can be added and edited in each category. New categories can also be added. The student version will not include the 'Category' column. It is recommended that the total number of questions be limited to a maximum of 35 items in the final version.

NOTE: The following statements relate to your perceptions of the quality of services at this college. For each statement, please show the extent to which you agree with these experiences. Do this by selecting one of the buttons next to each statement. We are interested in your opinion that best describes your perceptions of the quality of services at this institution.
Category Num Item Strongly
Disagree		 Disagree Neutral Agree Strongly
Agree		 Not
Applicable
Global 1.   I am satisfied with the value of my education.
Global 2.   I would recommend this college to my friends / family.
Global 3.   I would take another course offered at this college.
Global 4.   The overall quality of services is excellent.
Reliability 5.   Faculty members are fair in evaluating student grades.
Reliability 6.   Information on the college Website is current.
Reliability 7.   Information on the college Website is accurate.
Responsiveness 8.   Office staff shows interest in solving students’ problem.
Responsiveness 9.   Office staff is ready to help students.
Responsiveness 10.   It is not a hassle to add, drop, and withdraw from course(s).
Responsiveness 11.   It is not a hassle to get a refund for dropping or withdraw from course(s).
Responsiveness 12.   The administration is approachable to resolve student concerns.
Responsiveness 13.   Staff is friendly to students.
Assurance / Trust 14.   Staff is courteous to students.
Assurance / Trust 15.   Staff is knowledgeable in answering to answer student questions.
Assurance / Trust 16.   Advising staff is knowledgeable in guiding students.
Assurance / Trust 17.   The college offers courses I need to succeed in future employment.
Empathy 18.   Staff gives individual attention to students.
Empathy 19.   Staff understands the needs of students.
Competence 20.   Faculty members are consistent in their grading practices.
Competence 21.   Faculty members clearly state what they expect of students in the course.
Competence 22.   Faculty members give adequate feedback on student performance.
Competence 23.   The college has qualified faculty.
Courtesy 24.   Tech-Help staff are polite.
Courtesy 25.   Advising staff are polite.
Courtesy 26.   The faculty is approachable.
Courtesy 27.   The admission staff are courteous.
Courtesy 28.   The admission staff treat students with respect.
Courtesy 29.   The faculty treats students with respect.
Access 30.   It is easy to reach the appropriate staff person when I need assistance.
Access 31.   The college web site is available for business 24hrs/7days per week.
Access 32.   The college web site does not crash.
Access 33.   Contact information is easily available on the Website.
Access 34.   It is easy to contact advising staff for assistance.
Access 35.   Toll-free phone number is available to contact office staff for assistance.
Efficiency/navigation 36.   Information on the web site is well organized.
Efficiency/navigation 37.   It is easy to find relevant information from the web site.
Efficiency/navigation 38.   It is easy to complete course registration using the web site.
Security / Privacy 39.   I feel my personal information is safe with the college.
Security / Privacy 40.   I feel safe in my online financial transaction using the college website.
Flexibility 41.   The college provides services to accommodate student’s schedule.
Flexibility 42.   The college accepts payments by credit card, check and cash.
Communication 43.   Office staff member contacts me if I miss my scheduled appointment.
Communication 44.   Program directors contact me if I am not progressing in my course.
Communication 45.   The college keeps students informed about issues that concern students.

  Name three services that you consider are most useful to the students.
  Name three services that you consider are least useful to the students.
  What suggestions do you have to improve the quality of service?
  Any other service(s) you consider the college should provide to the students?

Background Information
    Gender    Male Female
    Ethnicity   
    Age    Between 20 - 35 years Between 31 - 40 years Above 41 years
     Number of distance learning / online courses completed