Perceptions on Service Quality and Ease-of-Use: Evidence from Malaysian Distance Learners

One of the elements of an “electronic” university is the use of the Learning Management System (LMS) as the intermediary between the academic institution and students. Distance learners, as the main user of the LMS, are the focus of this study. Students’ perceptions and attitudes while using the LMS for their learning activities will influence their learning behaviour. This study explores the distance learners’ perceptions from the dimension of service quality and ease-of-use of the LMS. Survey questionnaires were answered by 451 students currently enrolled in an undergraduate degree distance learning programme. Based on a descriptive analysis (mean and standard deviations), it was found that students perceived the LMS provided by their academic institution as having a high level of service quality and ease-of-use. This study further discusses the importance and implication of the students’ perception of their LMS portal, the limitations of this study and recommendations for future research.