Students’ Experiences towards Open and Distance Learning (ODL) Service Quality in UiTM Puncak Alam

Abstract

Open and Distance Learning (ODL) implemented in Malaysia from the pandemic COVID-19 exhibits a gap in the online tertiary education system. Adapting to staying at home while schooling simultaneously during the pandemic stir up the students’ experiences towards the ODL service quality dimensions. This study explores five distinct ODL Service Quality Dimensions influencing the students' experiences (i.e., Learning Environment, The Practicality of the ODL Platform, Student-Student Interaction, Student-Lecturer Interaction, and the Course Content). The results depict that the hypothesis derived from this study is partially supported due to the unsatisfactory experiences from the respondents of UiTM Puncak Alam Campus participating in this study. In that case, exercising a comprehensive action could mitigate the gap that exists in the education system. Better education experiences will foster a competent graduate for the industry. The befitting skills for a high-quality graduate include adaptability skills, critical thinking, decision-making, and self-sustaining skills. Encapsulate, the responsibility of recovering the gap between ODL Service Quality Dimensions and the Students’ Experiences lies on the students, the family, educators, and the body of knowledge.