Service Quality in the Open and Distance Learning
The purpose of this paper is to examine the learner’s perceptions of the service quality in an open and distance learning institution in Malaysia. Focus group sessions and structured questionnaires were used to collect the relevant information from the respondents. A total of 44 respondents parti...
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| Format: | Article |
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| Online Access: | https://library.oum.edu.my/repository/71/1/Service_quality_in_the_open_and_distance_learning.pdf https://library.oum.edu.my/repository/71/ |
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| Summary: | The purpose of this paper is to examine the learner’s perceptions of the service quality in
an open and distance learning institution in Malaysia. Focus group sessions and
structured questionnaires were used to collect the relevant information from the
respondents. A total of 44 respondents participated in the focus group and 1197
participated in the self-administered questionnaire survey. The results of the study
showed that service quality in the open and distance learning has several characteristics
different from traditional higher institutions. As such new perspectives on service quality
was proposed and subsequently tested in a Malaysian institution. It was also found that
the overall satisfaction was related to each of the key dimensions of service quality. The
results of the t-tests and ANOVA showed that gender, ethnicity, type of academic
programs, and location of learning centers have an effect on perceived service quality in
the open and distance learning. The implications of the study are also discussed. (Authors' abstract) |
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