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In this pilot study, the authors analyzed student‐faculty course evaluations at their university using gap analysis as derived from the SERVQUAL (service quality) model. Utilizing matched sections of an undergraduate management course, data were collected from students at the beginning of a semester in a traditional course setting and in a distance learning course. At the end of the semester, data were again collected from these same students. The purpose was to assess the differences between student expectations going into these courses at the beginning of the term and their final perceptions of these courses at the conclusion of the semester. The authors found that “gaps” do exist on various dimensions between expectations and perceptions in both distance learning and traditional course delivery. An ongoing longitudinal study, using the pilot study methodology, will provide conclusive findings.

ATM cardholders and nonholders in the Republic of Singapore have been researched. Cardholders and nonholders are contrasted in their demographic, attitudinal and social characteristics and in their experience with technical products. The findings indicate considerable differences between cardholders and nonholders on most measures. Further, the profile of ATM cardholders appears to be consistent with Rogers' (1983) generalisation of the early adopters of innovations.