Adoption of customer centered service in Public University: a case study in Malaysia

The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major c...

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Main Authors:	NorHapiza, Mohd Ariffin, Norfarizan, Mohd Daud
Format:	Conference or Workshop Item
Language:	English
Published:	Springer Verlag 2018
Subjects:	QA75 Electronic computers. Computer science T Technology (General)
Online Access:	http://umpir.ump.edu.my/id/eprint/22194/ http://umpir.ump.edu.my/id/eprint/22194/ http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf

id	ump-22194
recordtype	eprints
spelling	ump-221942018-12-06T06:36:00Z http://umpir.ump.edu.my/id/eprint/22194/ Adoption of customer centered service in Public University: a case study in Malaysia NorHapiza, Mohd Ariffin Norfarizan, Mohd Daud QA75 Electronic computers. Computer science T Technology (General) The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major changes of the business processes. In term of providing the best ICT facilities and infrastructure, there are often issues about service delivering, customer expectation, utilization of infrastructure, knowledge sharing and matters regarding ICT services. Therefore, this study was conducted to analyze the adoption of customer centered service for ICT services in Malaysian public university. There are two main objectives of this study which first, to identify the current status of customer centered service for ICT services and second, to identify the impact of adoption of customer centered service for ICT services. About 10 public universities in Malaysia involved in this study. Interview and questionnaires were used for collecting data. The findings showed that 80% of public universities in Malaysia have adopted customer centered services to facilitate the ICT services and facilities in their universities and this study revealed about the positive impact of customer centered service to the ICT services. Suggestions as to what future research should indicate are also discussed. Springer Verlag 2018 Conference or Workshop Item PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf NorHapiza, Mohd Ariffin and Norfarizan, Mohd Daud (2018) Adoption of customer centered service in Public University: a case study in Malaysia. In: 5th International Conference on User Science and Engineering, 28-30 August 2018 , Puchong, Selangor. pp. 175-182., 886. https://link.springer.com/chapter/10.1007/978-981-13-1628-9_16
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	QA75 Electronic computers. Computer science T Technology (General)
spellingShingle	QA75 Electronic computers. Computer science T Technology (General) NorHapiza, Mohd Ariffin Norfarizan, Mohd Daud Adoption of customer centered service in Public University: a case study in Malaysia
description	The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major changes of the business processes. In term of providing the best ICT facilities and infrastructure, there are often issues about service delivering, customer expectation, utilization of infrastructure, knowledge sharing and matters regarding ICT services. Therefore, this study was conducted to analyze the adoption of customer centered service for ICT services in Malaysian public university. There are two main objectives of this study which first, to identify the current status of customer centered service for ICT services and second, to identify the impact of adoption of customer centered service for ICT services. About 10 public universities in Malaysia involved in this study. Interview and questionnaires were used for collecting data. The findings showed that 80% of public universities in Malaysia have adopted customer centered services to facilitate the ICT services and facilities in their universities and this study revealed about the positive impact of customer centered service to the ICT services. Suggestions as to what future research should indicate are also discussed.
format	Conference or Workshop Item
author	NorHapiza, Mohd Ariffin Norfarizan, Mohd Daud
author_facet	NorHapiza, Mohd Ariffin Norfarizan, Mohd Daud
author_sort	NorHapiza, Mohd Ariffin
title	Adoption of customer centered service in Public University: a case study in Malaysia
title_short	Adoption of customer centered service in Public University: a case study in Malaysia
title_full	Adoption of customer centered service in Public University: a case study in Malaysia
title_fullStr	Adoption of customer centered service in Public University: a case study in Malaysia
title_full_unstemmed	Adoption of customer centered service in Public University: a case study in Malaysia
title_sort	adoption of customer centered service in public university: a case study in malaysia
publisher	Springer Verlag
publishDate	2018
url	http://umpir.ump.edu.my/id/eprint/22194/ http://umpir.ump.edu.my/id/eprint/22194/ http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf
first_indexed	2023-09-18T22:32:54Z
last_indexed	2023-09-18T22:32:54Z
_version_	1777416404265336832

Adoption of customer centered service in Public University: a case study in Malaysia

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