Student Satisfaction in Malaysia : customer-focused learner support

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Published: Jan 1, 2013
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Distance Education

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Helen KHOO Chooi Sim
Rozhan IDRUS

Abstract

In order to compete competitively, a distance education institution has to identify its competitive edge within the industry. The issue of ‘customer-focusing’ is becoming increasingly important in order for the institution to excel. The purpose of this study is to identify aspects of the learner support system that contribute to the learning process of distance education ‘customers’. Self-administered questionnaires were distributed to respondents during the annual residential intensive course on the main campus of USM, Malaysia. The findings from this study indicated that 8 dimensions of the learner support system recorded positive disconfirmations. These 8 dimensions were Pre-registration, Registration-as-a-Student, Academic-Planner, Academic-Guide-Book, Orientation, Intensive-Course, Main-Library-USM, and Examinations. This study found that Intensive-Course, Printed-Learning-Materials, Academic-Planner, Main-Library-USM, Academic-Guide-Book, and Teletutorial were effective in the respondents’ studies. Lastly, Teletutorial was identified as an area for continuous quality improvement

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How to Cite
Sim, H. K. C., & IDRUS, R. (2013). Student Satisfaction in Malaysia : customer-focused learner support. Asian Journal of Distance Education, 1(1), 69-77. Retrieved from https://asianjde.com/ojs/index.php/AsianJDE/article/view/16
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Vol. 1 No. 1 (2003): Asian Journal of Distance Education
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Articles

The work published in AjDE is licensed under a Creative Commons Attribution ShareAlike 4.0 International Licence (CC-BY).

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