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...
| Main Authors: | , |
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| Format: | Proceeding Paper |
| Language: | English English |
| Published: |
2012
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| Subjects: | |
| 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 |
| _version_ | 1848777842584715264 |
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| author | Hamedon, Siti Rohimi Saad, Nurulwahida |
| author_facet | Hamedon, Siti Rohimi Saad, Nurulwahida |
| author_sort | Hamedon, Siti Rohimi |
| building | IIUM Repository |
| collection | Online Access |
| 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.
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| first_indexed | 2025-11-14T14:52:25Z |
| format | Proceeding Paper |
| id | iium-15827 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T14:52:25Z |
| publishDate | 2012 |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 Proceeding Paper 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. |
| spellingShingle | H91 General special LB2300 Higher Education Hamedon, Siti Rohimi Saad, Nurulwahida Services quality in higher education institution: perspective from students with different abilities |
| title | 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_short | 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 |
| topic | H91 General special LB2300 Higher Education |
| 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 |