title: Service Quality in the Open and Distance Learning
creator: Md Zabid , Abdul Rashid, Prof Dr
creator: Hairudin, Harun, Prof Dr
subject: LC5201 Education extension. Adult education. Continuing education
description: 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)
type: Article
type: PeerReviewed
format: text
identifier: https://library.oum.edu.my/repository/71/1/Service_quality_in_the_open_and_distance_learning.pdf
identifier:   Md Zabid , Abdul Rashid, Prof Dr and Hairudin, Harun, Prof Dr   Service Quality in the Open and Distance Learning.  -.       
relation: https://library.oum.edu.my/repository/71/