An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid

The quest for quality seems an endless journey to many, especially for those in the service industry. As customer needs and wants change over time, service providers are kept wondering what is it that customers want now and in the near future so that they can plan for and design the service that wou...

Full description

Bibliographic Details
Main Author:	Ab Wahid, Roslina
Format:	Article
Language:	English
Published:	Institute of Quality & Knowledge Advancement (InQKA) 2005
Subjects:	Consumers. Consumer demand. Consumption Performance standards
Online Access:	http://ir.uitm.edu.my/id/eprint/16179/ http://ir.uitm.edu.my/id/eprint/16179/1/AJ_ROSLINA%20AB%20WAHID%20MJQ%2005.pdf

id	uitm-16179
recordtype	eprints
spelling	uitm-161792017-03-14T05:10:50Z http://ir.uitm.edu.my/id/eprint/16179/ An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid Ab Wahid, Roslina Consumers. Consumer demand. Consumption Performance standards The quest for quality seems an endless journey to many, especially for those in the service industry. As customer needs and wants change over time, service providers are kept wondering what is it that customers want now and in the near future so that they can plan for and design the service that would satisfy the customers. This paper identifies an excellent lecturer from the students' point of view based on a quality perspective. Studies were conducted on two universities, one in the United Kingdom and the other in Malaysia asking students to rank order attributes they expect of an excellent lecturer. Findings from both studies reveal that the top five most important attributes of an excellent lecturer are competence, communication, reliability, responsiveness, and understanding, in that order. Hopefully, the above findings would be used by both lecturers and universities as service providers to minimize the gap between students' expectations and the service providers' perceptions, thus enhancing students' satisfaction. The researcher concludes that controlling and measuring quality in higher education is not an easy task due to high customer contacts and interactions during service delivery which makes quality not only the sole responsibility of the service provider, but also of the customer. However, it is not totally impossible. Institute of Quality & Knowledge Advancement (InQKA) 2005 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/16179/1/AJ_ROSLINA%20AB%20WAHID%20MJQ%2005.pdf Ab Wahid, Roslina (2005) An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid. Malaysian Journal of Quality, 1. pp. 45-57. ISSN 1823-7347
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consumers. Consumer demand. Consumption Performance standards
spellingShingle	Consumers. Consumer demand. Consumption Performance standards Ab Wahid, Roslina An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
description	The quest for quality seems an endless journey to many, especially for those in the service industry. As customer needs and wants change over time, service providers are kept wondering what is it that customers want now and in the near future so that they can plan for and design the service that would satisfy the customers. This paper identifies an excellent lecturer from the students' point of view based on a quality perspective. Studies were conducted on two universities, one in the United Kingdom and the other in Malaysia asking students to rank order attributes they expect of an excellent lecturer. Findings from both studies reveal that the top five most important attributes of an excellent lecturer are competence, communication, reliability, responsiveness, and understanding, in that order. Hopefully, the above findings would be used by both lecturers and universities as service providers to minimize the gap between students' expectations and the service providers' perceptions, thus enhancing students' satisfaction. The researcher concludes that controlling and measuring quality in higher education is not an easy task due to high customer contacts and interactions during service delivery which makes quality not only the sole responsibility of the service provider, but also of the customer. However, it is not totally impossible.
format	Article
author	Ab Wahid, Roslina
author_facet	Ab Wahid, Roslina
author_sort	Ab Wahid, Roslina
title	An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
title_short	An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
title_full	An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
title_fullStr	An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
title_full_unstemmed	An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid
title_sort	excellent lecturer from students' perspectives: a study on two universities / roslina ab wahid
publisher	Institute of Quality & Knowledge Advancement (InQKA)
publishDate	2005
url	http://ir.uitm.edu.my/id/eprint/16179/ http://ir.uitm.edu.my/id/eprint/16179/1/AJ_ROSLINA%20AB%20WAHID%20MJQ%2005.pdf
first_indexed	2023-09-18T22:55:29Z
last_indexed	2023-09-18T22:55:29Z
_version_	1777417825198014464

An excellent lecturer from students' perspectives: a study on two universities / Roslina Ab Wahid

Similar Items