Global Academy of Training and Research Journal

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DOI 10.35609/gjbssr.2016.4.3(3)

Reference to this paper should be made as follows: Hamid, F.S. (2016). An Empirical Study on the Effect of Service Quality on Student Satisfaction in Malaysian Distance Education Institutions, Global J. Bus. Soc. Sci. Review, 4 (3): 13 – 23. https://doi.org/10.35609/gjbssr.2016.4.3(3)

Received: July 17, 2016 | Accepted: August 10, 2016

An Empirical Study on the Effect of Service Quality on Student Satisfaction in Malaysian Distance Education Institutions
Fazelina Sahul Hamid
Universiti Sains Malaysia, Malaysia 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

Keywords: Service Quality; SERVQUAL; Distance Education; Higher Learning Institutions

Price: USD 25

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