<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n"^^ . "Service quality is important in higher education institutions, particularly in an open and distance \r\nlearning (ODL) environment, where learner attrition rates are generally higher than that of their \r\nconventional counterparts. This has led to a rigorous quest for an effective service quality \r\nmeasurement instrument to provide the institutions with the appropriate information that would help \r\nmeet the expectations of the students in the provision of quality study programmes, teaching and \r\nlearning and other educational services. This paper reports on a study that was carried out at Open \r\nUniversity Malaysia (OUM) to develop an instrument referred to as ODLPERF for measuring service \r\nquality for ODL institutions. The study employed a 29-item Importance-Performance Survey \r\nquestionnaire that was administered randomly to 2,491 under-graduate learners of OUM in 2008 of \r\nwhich 894 were finally returned and used in this study. Using the AMOS 16.0 computer package and \r\napplying the methods of exploratory and confirmatory factor analyses, the study identified four \r\nfactors, namely tangibles, reliability, assurance and empathy as the key dimensions of service quality. \r\nThe four-factor model was analyzed based on the maximization likelihood (ML) estimation method. \r\nThe recommended goodness-of-fit indices of the model were found to be within tolerable ranges \r\n(RMSEA =0.06, GFI=0.94, AGFI=0.92, CFI=0.95), suggesting that the model provides a close fit to \r\nthe data. The scales were also found to show acceptable internal consistency reliability with both Cronbach’s Alpha and construct reliability ranging from 0.8 to 0.9, above the recommended \r\nthreshold of 0.7. To provide evidence of high convergent validity, the standardized loading estimates \r\nfor each of the four dimensions were found to be above the recommended threshold of 0.5. The \r\naverage variance extracted (AVEs) were also found to be within the acceptable range of 0.5-0.6. The \r\ndiscriminant validity for the four dimensions was evident as the AVEs were found to be equal to or \r\ngreater than the squared correlations between any two dimensions. Collectively, the above tests \r\nprovide reasonable support for reliability and validity of the service quality construct. This suggests \r\nthat the proposed ODLPERF is a valid and reliable instrument to measure service quality in an ODL \r\ninstitution. (Abstract from authors)"^^ . "2009-11-03" . . . . . . . . . . . . . . "Man San"^^ . "Ng"^^ . "Man San Ng"^^ . . ""^^ . "Ramli Bahroom"^^ . " Ramli Bahroom"^^ . . ""^^ . "Latifah Abdol Latif"^^ . " Latifah Abdol Latif"^^ . . "Open University Malaysia"^^ . . . . . "23rd AAOU Annual Conference 2009"^^ . . . . . "Tehran, Iran"^^ . . . . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Text)"^^ . . . . . "ODLPERF.pdf"^^ . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Other)"^^ . . . . . . "lightbox.jpg"^^ . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Other)"^^ . . . . . . "preview.jpg"^^ . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Other)"^^ . . . . . . "medium.jpg"^^ . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Other)"^^ . . . . . . "small.jpg"^^ . . . "ODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution\r\n (Other)"^^ . . . . . . "indexcodes.txt"^^ . . "HTML Summary of #564 \n\nODLPERF: An Instrument For Measuring Service Quality In An Open And Distance Learning (ODL) Institution \n\n\n" . "text/html" . . . "LC5201 Education extension. Adult education. Continuing education"@en . . . "LC5800 Distance education"@en . .