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With the advancements in communications technology brought about by the advent of the Internet and World Wide Web, attention has been drawn to Open and Distance Learning (ODL) as a mode for teaching and learning. In Malaysia, the establishment of ODL universities such as Open University Malaysia (OUM) has expanded the role of ICT in learning and knowledge generation. By leveraging on Internet technology, ODL universities are able to transmit education across the country and even globally. ODL sets about making quality e-learning and e-content more accessible to both facilitators and learners. Utilising this method, new opportunities are continuously created to make higher education more accessible to those who seek to improve and upgrade themselves. This paper examines OUM's practice of using the innovative technology of online learning and teaching to make higher education easily accessible to those that seek it. With greater advancements in technology, the future of higher education may lie more with ODL than with traditional face-to-face learning.

E-learning has become ingrained in conversations that border around learning, however, how much and how effectively e-learning is practiced and understood is an issue that needs further investigation. This paper will first provide an overview of elearning practices in Malaysia followed by detailed findings of e-learning practices at Open University Malaysia. Findings of a survey done on 26 Malaysian organizations show that only 4% truly practice some form of e-learning. Nevertheless most participants in the survey noted that e-learning will be the preferred choice in time to come. The survey also shows that most organizations are still very comfortable with a blended style of learning or training. Findings of a research conducted at Open University Malaysia (OUM) shows that as a new player in e-learning initiatives, the OUM has achieved much especially in ensuring that its over 30,000 students are practicing some form of e-learning. At OUM, although self-managed and face-to-face learning are the preferred choices, much effort and resources are pumped into elearning in ensuring that OUM has the right mix for its blended mode. The paper will present a report on findings of e-learning and explicate issues within to determine how e-learning efforts can be further refined to support the overall blended pedagogy practiced at OUM.

The aim of this study is to examine the relationship between the determinants of student loyalty, i.e. service quality, e-service quality and university image in open and distance learning (ODL) based on the theory of reasoned action, in more systematic approach. This study also examines university's image role as a mediator on the relationship between service quality and e-service quality towards student loyalty.

This paper develops an integrative conceptual framework along with propositions by integrating comprehensive literature, in the field of service quality, e-service quality, university image and student loyalty. Through the review of detail literature and based theory of reasoned action (TRA), it is proposed that service quality, e-service quality and university image would be meaningful attributes towards student loyalty. In addition, it is also contended that university image would mediate the relationship between service quality and e-service quality towards students’ loyalty.

This paper provides an integrative conceptual framework on service quality, e-service quality, university image and students loyalty in open and distance learning (ODL) context.

None of the models presented in the literature explore the mediation of university image on the relationship between service quality and e-service quality towards student loyalty as the most recent research on the subject envisages.

Open University Malaysia (OUM), Malaysia's first open and distance learning with over 70.000 students, offers more than 51 programs to-date. More than 90% of its students are working adults who are unable to leave their jobs or families behind to pursue their dream of getting a degree. The blended learning approach adopted by OUM provides the flexibility for working adult's to obtain the required paper qualification and to upgrade their knowledge. One of the important elements of blended learning is the use of online discussion forum where learning takes place beyond classroom. Mathematics, a traditionally difficult course, forms part of the prerequisite for students to obtain a business degree at OUM. The adult learners at OUM generally have left school for at least five years and most of them have low grades in Mathematics at O' Level. Thus it is a big challenge for these adult learners to undertake a Mathematics course via online with minimum Face-to-Face contact with their tutors. This paper focuses on the implementation of pro-instruction workshop and supplemental instruction to find its impact on student's online participation and exam results of 88 students. The contents of the online forum were also analyzed using a 34-item instrument derived from the Community of Inquiry model. Results obtained showed that there was a strong correlation between workshop participation and final exam score. Independent samples t-test conducted showed that there was a significant difference between the mean score of online discussion ratio and final examination between participants attached to a tutor conducting the workshop and extended coaching compared to participants attached to another tutor using the normal teaching guide. The means COI score obtained for mathematics between the two tutors indicated that there is a difference in the teaching and cognitive presence but almost similar in the social presence.

The purpose of this paper is to determine whether differences exist between public and private universities' web sites in terms of visibility and accessibility of the web sites.

The approach that was taken to study the issue of visibility and accessibility is using the software Alexa and EvalAccess respectively. Alexa is able to determine web site usage, which is an indicator of online quality by showing the number of in‐links and web traffic volume of the web sites. Using Alexa ten public universities' web sites and ten private universities' web sites were ranked. Similarly, EvalAccess is used to evaluate the accessibility problems of these web sites.

It is found, in the case of public universities' web sites, that the International Islamic University Malaysia has the highest in‐links while Universiti Teknologi Malaysia has the highest web traffic volume. In the case of private universities' web sites, the Multimedia University has the highest in‐links, while the Malaysia University of Science and Technology has the highest web traffic volume. In respect of accessibility problems, the private universities' web sites are having more problems compared to public universities' web sites.

This research on the visibility and accessibility issues of universities' web sites is limited to the situation in Malaysia where public universities are more prominent and seldom face financial constraints if compared with private universities. This research shows that top ranked universities' web sites, whether they are from public or private universities, are highly visible and accessible.

It is highly important for those universities' web sites that are not highly visible and accessible that the universities should initiate the necessary measures to improve the development of their web sites.

Not much research has been addressed to issues on visibility and accessibility of universities' web sites in developing countries and this research is conducted to fill that gap.

The dynamic business environment and powerful market forces in the 21st century are challenging leaders at open universities to compete successfully in the national and global higher education stage. The notion of quality is becoming an important and overriding issue with the paradigm shift in the education landscape due to the rapid penetration of Internet usage. Open universities are experiencing pressure from numerous stakeholders to become more client-focused, particularly in their provision of technology-enhanced education to systematically support the learning experience of open distance learners. In the pursuit of establishing institutional and national/regional-based quality assurance practices, Asian open universities should pay particular attention to one of the key components within the overall QA framework; that is, the web-based teaching and learning on the online learning management system (LMS). The assurance of quality in the web-based teaching and learning component is vital to support the effective and efficient delivery of open and distance education within the blended approach adopted by many open universities.

In this study, the authors first examine the dimensions of quality assurance of key services that are closely associated with web-based education in the online LMS of Wawasan Open University (WOU). The authors then analyse the pattern of interactions in the LMS to determine the actual activities of learners in the web-based environment. By synthesising the findings, indicators that address diverse facets and components of quality relevant to web-based teaching and learning in the LMS are identified. The authors then discuss the application of the quality components within the overall QA framework in WOU to further enhance the quality of its web-based teaching and learning component. Assessment of learners' satisfaction in WOU is carried out to determine the effectiveness of the QA components in the LMS. The QA components identified in the web-based teaching and learning within the LMS are then recommended to Asian open universities for integration into their overall QA framework.

This study aims to examine the status of entrepreneurship education (EE) in Malaysia and entrepreneurship education programmes (EEPs) offered by Malaysian public and private higher education institutions (HEIs), against the backdrop of macro-level context of Malaysian government institutions related to entrepreneurship.

This study replicates and extends the research by Maritz et al. (2015, 2019). The study expands a nascent archetype regarding an iterative and systematic open-ended emergent enquiry, together with data collection from Malaysian HEIs.

The findings suggest significant emergence of EE (programmes and research) in Malaysia, despite EEPs being sparsely distributed across HEIs in the bottom half of Table 1. The top ten HEIs (12% of all HEIs in Table 1) accounted for 35% of all EEPs. This study highlights the significant influence of Malaysian government institutions related to entrepreneurship on EE and EEPs.

The findings are subject to the availability and accuracy of information and documents available on official websites of HEIs. This limitation has been mitigated with telephone and email inquiries and other sources of information.

The findings provide critical grounding and inferences on the status of EE and EEPs in Malaysia for researchers, practitioners, HEIs, governments and other stakeholders.

This study is first of its kind on emergent enquiry into the status of EE in Malaysia and EEPs offered by 19 public HEIs and 67 private HEIs in Malaysia. Moreover, this study links macro-level context of the Malaysian government institutions related to entrepreneurship with micro-level context of EE and EEPs.

Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign.

Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions.

The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign.

The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations.

Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention.