Satisfaction Survey : Towards A "Learner-Centered" Support Services

Ramli Bahroom, and Latifah Abdol Latif, (2005) Satisfaction Survey : Towards A "Learner-Centered" Support Services. In: Southeast Asian Association for Institutional Research (SEAAIR) 2005 , 14-16 Sept 2005, Bali, Indonesia.

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Abstract

In its basic form, learner-centred support services encompass all aspects of learning and service delivery supports to meet the needs of the learners. In an open and distance learning environment, learners are of diverse background with unique needs that demand the development of special services to support their learning. Open University Malaysia (OUM) is Malaysia’s first open and distance learning (ODL) institution, catering mainly to the working adults who aspire to upgrade their skills and knowledge for better career promotions or better job prospects. In its relentless effort to increase its learners’ satisfaction and retention rates, a satisfaction survey is conducted to assist in better designing, developing and deploying the array of services required by learners. The survey incorporated six dimensions that make up the elements of learner support services in OUM. They are: Assessment; Students’ Record; Learner Centeredness; Teaching and Learning; Registration & Orientation and Student Affairs. T-statistics are used to determine the significant differences in the level of satisfaction of two different cohorts of learners. The findings of the survey are very useful in assisting the management of OUM in formulating suitable strategies to fulfill the needs of its learners, particularly in (i) identifying areas for improving performance; (ii) revising policies and (iii) modifying/creating procedures that would improve services to these learners.

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