Students’ experiences towards Open and Distance Learning (ODL) service quality in UiTM Puncak Alam/ Nur ‘Aliah Kamarul Azlan ... [et al.]

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, StudentLecturer Interaction, and the Course Content). The target population are the students of UiTM Puncak Alam Campus. The minimum sample size is 322, following Krejcie and Morgan table based on the 21,000 students enrolled in the semester March-August 2021 in UiTM Puncak Alam. Data was collected from nine faculties in UiTM Puncak Alam Campus adopting the snowball sampling. The items used to measure the constructs were adapted from previous studies and tailored to the setting. Four hundred five completed questionnaires were obtained within two weeks of data collection using google form. 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 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.