Service Quality in the Open and Distance Learning

Md Zabid , Abdul Rashid, Prof Dr and Hairudin, Harun, Prof Dr Service Quality in the Open and Distance Learning. -.

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Abstract

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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