creators_name: Ramli Bahroom, 
creators_name: Latifah Abdol Latif, 
creators_name: Ng, Man San
type: conference_item
datestamp: 2010-04-26 06:46:19
lastmod: 2013-06-18 03:15:27
metadata_visibility: show
corp_creators: Open University Malaysia (OUM)
title: Sustainability of post-graduate program at Open University Malaysia (OUM) : an importance-performance analysis
ispublished: pub
subjects: LC5201
full_text_status: public
pres_type: paper
keywords: Importance-performance analysis (IPA) ; Learners’ perception of the quality of services
abstract: Identifying the important aspects of the services provided to learners and 
measuring the institution’s performance in  providing those services are critical in 
ensuring continual acceptance and long-term  sustainability of an institution’s academic 
programmes. 
In this regard, a study was undertaken using the importance-performance analysis 
(IPA) to identify the strengths and weaknesses of services provided to the post-graduate 
learners of OUM. A random sample survey was employed using a questionnaire 
containing 46 service-items, grouped into 8 dimensions which are pertinent to open and 
distance learning (ODL). The data was obtained from 231 learners from 10 state learning 
centres throughout the country. A regression analysis was carried out to determine the 
factors that influence learners’ perception on quality, their level of satisfaction and 
intention to stay.  
The results show that the learners’ ratings for expectations and performance are 
high as indicated by the mean importance and performance scores of 6.1 and 5.5 out of a 
7- point Likert Scale, respectively. Learners’ perception of the quality of services was 
found to be influenced by three dimensions, namely, responsiveness, assurance and 
accessibility (R2
=54.3%), while their level of  satisfaction was attributed to 
responsiveness, assurance and affordability (R2
=52.4%). Another pertinent finding in the 
context of OUM is that learners’ intention to stay is influenced by affordability and 
flexibility. 
The study has obvious implications on OUM’s efforts to ensure the long-term 
sustainability of its postgraduate programmes. One of the principal outcomes of the study 
is that OUM needs to strengthen its academic-related services and reduce those not 
directly academic-oriented. The other outcome is that OUM needs to strengthen its staff’s 
responsiveness to learners’ requirements.  (Authors' abstract)
 
date: 2008-11-04
date_type: published
pagerange: 180-192
event_title: 8th Annual SEAAIR Conference 
event_location: Surabaya, Indonesia
event_dates: 4-6 November 2008
event_type: conference
refereed: TRUE
citation:   Ramli Bahroom,  and Latifah Abdol Latif,  and Ng, Man San  (2008) Sustainability of post-graduate program at Open University Malaysia (OUM) : an importance-performance analysis.  In: 8th Annual SEAAIR Conference , 4-6 November 2008, Surabaya, Indonesia.     
document_url: https://library.oum.edu.my/repository/400/1/sustain_ramli.pdf