Perceived Service Quality and Satisfaction in Distance Education
This paper examines the relationship between perceptions of service quality and satisfaction in a distance learning institution. A structured questionnaire was self administered to 1197 respondents in a distance learning institution in Malaysia. The results of the study showed that the service qu...
Saved in:
| Main Author: | |
|---|---|
| Format: | Conference or Workshop Item |
| Published: |
2004
|
| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/256/1/QUIS9-Servqual-Paper6-Satisfaction_v3.pdf http://library.oum.edu.my/repository/256/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | This paper examines the relationship between perceptions of service quality and
satisfaction in a distance learning institution. A structured questionnaire was self
administered to 1197 respondents in a distance learning institution in Malaysia. The
results of the study showed that the service quality dimensions like learner services, mode
of learning, and physical aspects were related to satisfaction. The overall service quality
factor was also related to satisfaction. The implications of the study are also discussed. (Authors' abstract) |
|---|