In today's Higher Education (HE) field, Students' Perceived Service Quality (SPSQ) and Students' Satisfaction (SSAT) in Open Distance Learning (ODL) are well-known qualities. On various reasons, a large number of research papers have explored various sorts of factors. The ODL students come from a variety of family backgrounds, including cultural, social, and technological skill levels, and they all lack fundamental educational admission criteria. This must take into account how HE institutions might combine their diverse offerings with quality-added features to gain a competitive advantage in terms of student satisfaction. When compared to the increase in the number of registered students year after year, the number of students finishing the course or graduating is decreasing. Most colleges and higher education institutions have struggled with student retention and attrition issues, and have rushed to develop solutions based on the notions of service quality and satisfaction. The primary goal of this research is to identify the major elements that influence the SPSQ and SSAT. The modified SERVQUAL components will be examined in relation to the SPSQ and SSAT in this study. Assurance, Empathy, Responsiveness, Reliability, and Website Content were the independent variables, while Students' Perceived Service Quality and Satisfaction in ODL in the OUSL were the dependent factors. A self-administered questionnaire was used to collect data from 760 undergraduate students at the Open University of Sri Lanka (OUSL) in six major regional centers around the island. In Sri Lanka, the OUSL is the only university that operates under the ODL system. Descriptive and inferential statistics were used in the analysis. The SPSQ and Reliability, Responsiveness, and Website Content all have important correlations. SSAT's correlations with Reliability and Website Content, as well as the relationship between SPSQ and SSAT, are also noteworthy. The SPSQ has an R2 of 0.244 (24%) and the SSAT has an R2 of 0.549. (55 percent ). The same study could be proposed as a future study with more service quality characteristics, as well as a longitudinal data collection method at regional centers to learn more about service quality and satisfaction, which influence student retention and completion. The inconsequential relationships that students have bestowed onto their teaching staff the attributes of Assurance and Empathy. The other three service qualities (responsiveness, reliability, and website content) must be taken into account and given special attention in order to improve the service quality of the offered service.
Author (s) DetailsM. J. Renuka Perera
Management & Science University, Malaysia.
Gapar M. Johar
Management & Science University, Malaysia.
Ali Kathibi
Management & Science University, Malaysia.
Halinah Atan
Management & Science University, Malaysia.
Nalin Abeysekera
Open University of Sri Lanka, Sri Lanka.
Isuri R. Dharmaratne
Management & Science University, Malaysia.
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