Perceived Service Quality and Satisfaction in Distance Education

This paper examines the relationship between perceptions of service quality and satisfaction in a distance learning institution. A structured questionnaire was self administered to 1197 respondents in a distance learning institution in Malaysia. The results of the study showed that the service quality dimensions like learner services, mode of learning, and physical aspects were related to satisfaction. The overall service quality factor was also related to satisfaction. The implications of the study are also discussed. (Authors' abstract