Services quality in higher education institution: perspective from students with different abilities

Abstract Recent societal changes and recognition of the importance of having good quality services in higher education have pushed the issues to the top of the research agenda within higher education sectors. The notion of the incompatibility of service quality and higher education is changing fast...

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Main Authors:	Hamedon, Siti Rohimi, Saad, Nurulwahida
Format:	Conference or Workshop Item
Language:	English English
Published:	2012
Subjects:	H91 General special LB2300 Higher Education
Online Access:	http://irep.iium.edu.my/15827/ http://irep.iium.edu.my/15827/1/UCEC2012-abstract.pdf http://irep.iium.edu.my/15827/2/-UCEC2012.pdf

id	iium-15827
recordtype	eprints
spelling	iium-158272013-03-21T08:04:24Z http://irep.iium.edu.my/15827/ Services quality in higher education institution: perspective from students with different abilities Hamedon, Siti Rohimi Saad, Nurulwahida H91 General special LB2300 Higher Education Abstract Recent societal changes and recognition of the importance of having good quality services in higher education have pushed the issues to the top of the research agenda within higher education sectors. The notion of the incompatibility of service quality and higher education is changing fast in Malaysia. Stakeholders are becoming more discriminating in selecting institution of higher learning. A group of stakeholders are students with different abilities. Their perceptions of services quality are different so as to meet their different needs. This paper examines the perception of students with different abilities on services quality in a higher education institution. The focus is on academic services quality, administrative services quality and facilities services quality. Data was collected via Focus Group Discussions. Interview transcripts were analyzed by Thematic analysis Method. In this paper the author identifies potential list of areas for improvement surrounding management processes at various levels to support policy review and development in higher education institution. 2012 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/15827/1/UCEC2012-abstract.pdf application/pdf en http://irep.iium.edu.my/15827/2/-UCEC2012.pdf Hamedon, Siti Rohimi and Saad, Nurulwahida (2012) Services quality in higher education institution: perspective from students with different abilities. In: University and Community Engagement Conference [ucec2012], Chiangmai Thailand, 9-12 January 2012, Chiangmai Tahiland.
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	H91 General special LB2300 Higher Education
spellingShingle	H91 General special LB2300 Higher Education Hamedon, Siti Rohimi Saad, Nurulwahida Services quality in higher education institution: perspective from students with different abilities
description	Abstract Recent societal changes and recognition of the importance of having good quality services in higher education have pushed the issues to the top of the research agenda within higher education sectors. The notion of the incompatibility of service quality and higher education is changing fast in Malaysia. Stakeholders are becoming more discriminating in selecting institution of higher learning. A group of stakeholders are students with different abilities. Their perceptions of services quality are different so as to meet their different needs. This paper examines the perception of students with different abilities on services quality in a higher education institution. The focus is on academic services quality, administrative services quality and facilities services quality. Data was collected via Focus Group Discussions. Interview transcripts were analyzed by Thematic analysis Method. In this paper the author identifies potential list of areas for improvement surrounding management processes at various levels to support policy review and development in higher education institution.
format	Conference or Workshop Item
author	Hamedon, Siti Rohimi Saad, Nurulwahida
author_facet	Hamedon, Siti Rohimi Saad, Nurulwahida
author_sort	Hamedon, Siti Rohimi
title	Services quality in higher education institution: perspective from students with different abilities
title_short	Services quality in higher education institution: perspective from students with different abilities
title_full	Services quality in higher education institution: perspective from students with different abilities
title_fullStr	Services quality in higher education institution: perspective from students with different abilities
title_full_unstemmed	Services quality in higher education institution: perspective from students with different abilities
title_sort	services quality in higher education institution: perspective from students with different abilities
publishDate	2012
url	http://irep.iium.edu.my/15827/ http://irep.iium.edu.my/15827/1/UCEC2012-abstract.pdf http://irep.iium.edu.my/15827/2/-UCEC2012.pdf
first_indexed	2023-09-18T20:24:43Z
last_indexed	2023-09-18T20:24:43Z
_version_	1777408340134985728

Services quality in higher education institution: perspective from students with different abilities

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