An Empirical Study on the Effect of Service Quality on Student Satisfaction in Malaysian Distance Education Institutions

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