Online Training and Managing Service Quality with the Challenges of COVID-19: The Case of Private Institutes in the Jazan Region, Saudi Arabia

Authors

Jawad Al Suliman Master of Engineering Management, University of Business and Technology (UBT), Jeddah 21488, Saudi Arabia.
Zaher Abusaq Master of Engineering Management, University of Business and Technology (UBT), Jeddah 21488, Saudi Arabia.
Yahya Bahkal Master of Engineering Management, University of Business and Technology (UBT), Jeddah 21488, Saudi Arabia.
Hassan Aziabi Master of Engineering Management, University of Business and Technology (UBT), Jeddah 21488, Saudi Arabia.

heterogeneous resources, firefly algorithm, task scheduling, cloud computing.

This study explores how private institutes in the Jazan Region of Saudi Arabia managed service quality of

online training during the COVID-19 pandemic. The study, conducted using semi-structured interviews with key

personnel from four institutes, found that online training was critical during the pandemic. However, the study

identified challenges associated with online training, including in technology, communication, and students’

motivation . The study recommends effective planning, communication, and technology infrastructure to support

online training and deliver high-quality service. The findings contribute to the literature on the impact of COVID-19

on service quality and highlight the potential of online training as an educational tool in the face of challenges.

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