Abstract:

The need for education services market expansion and the rational use of existing resources have contributed to increase use of distance learning methods. However, quality is definitely one of the essential elements of these services. All organizations including ones providing distance learning services, realize need for continuous customer satisfaction for their survival and development. The similarities and differences in managing quality in distance learning over traditional learning methods are analyzed in this paper. The paper should answer if there are any practical differences in managing quality in the case of distance learning in relation to traditional methods of learning, starting from the needs of users, defining characteristic of service quality, determining processes necessary for service delivery and ultimately determining the user's satisfaction with the service. The results of this analysis points to the specifics in need, opportunity and means for implementing these methods in organizations providing this kind of services.

Keywords:

distance learning, quality management.