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An empirical study on the effect of service quality on student satisfaction in Malaysian distance education institutions

Sahul Hamid, Fazelina

Authors

Fazelina Sahul Hamid



Abstract

Objective-This paper uses SERVQUAL to assess service quality in distance education institutions in Malaysia and investigate the relationship between service quality and satisfaction. Methodology/Technique-Self-administered questionnaire method is used to conduct this research. Findings-The finding of this study confirms that all five dimensions of SERVQUAL are significant determinants of perceived service quality. Novelty-This study tested the application of "blended learning" concept in distance education.

Journal Article Type Article
Acceptance Date Aug 10, 2016
Publication Date Aug 16, 2016
Deposit Date Jan 26, 2023
Journal Global Journal of Business and Social Science Review
Electronic ISSN 2289-8506
Peer Reviewed Peer Reviewed
Volume 4
Issue 3
Pages 13-23
DOI https://doi.org/10.35609/gjbssr.2016.4.3%283%29
Keywords Service Quality; SERVQUAL; Distance Education; Higher Learning Institutions
Public URL https://uwe-repository.worktribe.com/output/10307981
Publisher URL http://gatrenterprise.com/GATRJournals/GJBSSR_Vol4.3_3.html