The Supremacy of Service Quality Factors of Course organization and User Skills in Open Distance Learning

  • M J R Perera ,The Open University of Sri Lanka (renukpousl@gmail.com)
  • Nalin Abeysekera ,The Open University of Sri Lanka (nabey@ou.ac.lk)

In the Open Distance Learning (ODL) environment it could be found critical success factors in different directions. Course Organization (CO) can be distinctly identified as the students’ perceptions of the concepts and objectives of the newly registered courses to upturn their self-motivation, commitment and to boost minimal technological skills and experience need for continuation of the programme. The empirical literature has proven that the computer-literate users who are more likely to use eservices comfortably and confidently cover their assessments.  The aim of this research is to identify the significant determinants of service quality factors which effect students’ accomplishment. The conceptual framework was comprised with the independent variables of Course Organisation and User Skills and Experiences (USE) and dependent variable of Perceived Service Quality (PSQ). The study followed a quantitative approach and a selfadministered questionnaire as the main research instrument. The primary data collection was done with the sample of 760 derived from the population of 40,000 undergraduate students. Statistical data analysis was followed by using Smart-PLS software which is based on Partial Least Square Structured Equation Modelling (PLS-SEM) path analysis. The results revealed Course Organisation and User Skills have showed statistically significant relationships with the Perceived Service Quality. The future research must be conducted in regional centers, island wide as longitudinal method as it will fulfill the knowledge gap by giving snapshot of the students’ achievements and find out more dimensions of service quality which will tenacious the rate of the graduation rate.

Key Words: Course Organization, User Skills and Experiences, Perceived Service Quality, Open Distance Learning (ODL), Regional Centers, Partial Least Square

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