An Integrated Two-Stage Framework for Distance Education Performance Analysis in Higher Education

The COVID-19 pandemic led to the suspension of face-to-face education in higher education institutions and a mandatory transition to distance learning. Universities in Türkiye quickly adapted to this process to ensure the continuity of education. While distance learning offered a significant advantage in preventing student disengagement, it also brought with it various problems due to infrastructure deficiencies and inequalities in access to technology and internet. The objective of this study is to assess the performance and service quality of distance education implemented during the pandemic, taking into account the perspectives of both faculty lecturers and students. In the first phase of the study, conducted in one of the faculties of engineering in Türkiye, faculty lecturers' opinions were evaluated using SWOT analysis; "Sustainability of Education" was identified as the strongest aspect of distance education, while "Adequacy of the Education Provided" was identified as the weakest. In the second phase, data obtained from student opinions were analysed using the Fuzzy SERVQUAL method, and it was concluded that the distance education service provided was generally unsatisfactory. The data obtained were evaluated using ANP and Fuzzy TOPSIS methods, and the department with the relatively best performance in distance education quality was determined. The aim of the study is not to compare departments but rather to identify shortcomings in the distance education process by considering both student and faculty opinions and to contribute to improvement efforts. In this situation, looking at how distance, hybrid, and in-person education models compare in service quality and performance can help create better and more effective education systems in colleges, especially as distance education becomes more common.