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Research Paper | Education Management | Volume 15 Issue 6, June 2026 | Pages: 1259 - 1264 | India
Conceptualizing Service Quality Assessment in SWAYAM MOOCs: Application of the SERVQUAL Framework
Abstract: This conceptual paper proposes a framework for evaluating service quality in SWAYAM MOOCs through adaptation of the SERVQUAL model. The study discusses the growing role of digital learning in higher education and highlights the need to assess learner experiences beyond enrolment and course completion statistics. Five dimensions of service quality, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibility, are examined in relation to perceived service quality, learner satisfaction, and the perceived effectiveness of online learning. The paper reviews literature on MOOCs, SWAYAM, educational service quality, and SERVQUAL to establish a theoretical foundation for the proposed framework. A set of conceptual relationships is presented to explain how service quality dimensions may shape learner perceptions and educational outcomes in digital environments. The framework offers a structured basis for future empirical studies and provides guidance for institutions, educators, and policymakers seeking to improve the quality and sustainability of online education in India.
Keywords: SWAYAM MOOCs, Service Quality, SERVQUAL Model, Learner Satisfaction, Digital Education
How to Cite?: Pooja Sharma, "Conceptualizing Service Quality Assessment in SWAYAM MOOCs: Application of the SERVQUAL Framework", Volume 15 Issue 6, June 2026, International Journal of Science and Research (IJSR), Pages: 1259-1264, https://www.ijsr.net/getabstract.php?paperid=SR26622165300, DOI: https://dx.doi.org/10.21275/SR26622165300