An Empirical Study on the Effect of Service Quality on Student Satisfaction in Malaysian Distance Education Institutions
Journal: Global Journal of Business and Social Sciences Review (GJBSSR) (Vol.4, No. 3)Publication Date: 2016-09-30
Authors : Fazelina Sahul Hamid;
Page : 13-23
Keywords : Service Quality; SERVQUAL; Distance Education; Higher Learning Institutions.;
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. Type of Paper: Empirical
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