The role of quality management systems in enhancing online education
A case study of a business school in KwaZulu-Natal
DOI:
https://doi.org/10.20853/40-5-8525Keywords:
Online Education, Quality Management Systems, Higher Education, Technology, InfrastructureAbstract
The shift to online education created opportunities for innovation while raising questions about the effectiveness of existing quality assurance (QA) systems. This study evaluated the Quality Management System (QMS) of an online learning programme at a Business School in KwaZulu-Natal (KZN). A mixed-methods approach was used, combining surveys of students and interviews with academic experts in quality management and higher education. Ninety-six students participated in the survey and eleven academics participated in the interviews. Findings from the survey revealed key challenges such as limited internet access, high data costs, and cybersecurity risks, which negatively affected student engagement and equitable access to learning. Despite these challenges, the students reported overall satisfaction with the programme, particularly with lecturer support. The interview data highlighted the need for structured QA frameworks to maintain academic standards in online education. A gap analysis at the business school showed institutional strengths such as a clear mission and commitment to continuous improvement, but also weaknesses, notably the absence of a dedicated QMS framework tailored to online education. The study proposes a QMS framework based on the ISO 21001:2018 standard and supported by Total Quality Management (TQM) principles. The framework incorporates continuous improvement mechanisms, regular assessments, and feedback systems to strengthen quality assurance and support the sustainability of online programmes.
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