Satisfaction Survey : Towards A "Learner-Centered" Support Services
In its basic form, learner-centred support services encompass all aspects of learning and service delivery supports to meet the needs of the learners. In an open and distance learning environment, learners are of diverse background with unique needs that demand the development of special services...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Published: |
2005
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/96/1/Satisf_survey_seaair2005.paper.pdf http://library.oum.edu.my/repository/96/ |
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| Institution: | Open University Malaysia |
| Summary: | In its basic form, learner-centred support services encompass all aspects of learning and service delivery supports to
meet the needs of the learners. In an open and distance learning environment, learners are of diverse background
with unique needs that demand the development of special services to support their learning. Open University
Malaysia (OUM) is Malaysia’s first open and distance learning (ODL) institution, catering mainly to the working adults
who aspire to upgrade their skills and knowledge for better career promotions or better job prospects. In its relentless
effort to increase its learners’ satisfaction and retention rates, a satisfaction survey is conducted to assist in better
designing, developing and deploying the array of services required by learners. The survey incorporated six
dimensions that make up the elements of learner support services in OUM. They are: Assessment; Students’ Record;
Learner Centeredness; Teaching and Learning; Registration & Orientation and Student Affairs. T-statistics are used
to determine the significant differences in the level of satisfaction of two different cohorts of learners. The findings of
the survey are very useful in assisting the management of OUM in formulating suitable strategies to fulfill the needs
of its learners, particularly in (i) identifying areas for improving performance; (ii) revising policies and (iii)
modifying/creating procedures that would improve services to these learners. |
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