摘要：In order to compete competitively, a distance education institution has to identify its competitive edge within the industry. The issue of 詂ustomer-focusing� is becoming increasingly important in order for the institution to excel. The purpose of this study is to identify aspects of the learner support system that contribute to the learning process of distance education 詂ustomers�. Self-administered questionnaires were distributed to respondents during the annual residential intensive course on the main campus of USM, Malaysia. The findings from this study indicated that 8 dimensions of the learner support system recorded positive disconfirmations. These 8 dimensions were Pre-registration, Registration-as-a-Student, Academic-Planner, Academic-Guide-Book, Orientation, Intensive-Course, Main-Library-USM, and Examinations. This study found that Intensive-Course, Printed-Learning-Materials, Academic-Planner, Main-Library-USM, Academic-Guide-Book, and Teletutorial were effective in the respondents� studies. Lastly, Teletutorial was identified as an area for continuous quality improvement.
