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

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.

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Abstract

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.

Item Type:	Conference or Workshop Item (Other)
Additional Information:	1490/15827
Uncontrolled Keywords:	Keywords: Service quality; higher education institution; students with different abilities; OKU
Subjects:	H Social Sciences > H Social Sciences (General) > H91 General special L Education > LB Theory and practice of education > LB2300 Higher Education
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Centre for Foundation Studies
Depositing User:	Dr Siti Rohimi Hamedon
Date Deposited:	29 Mar 2012 15:16
Last Modified:	21 Mar 2013 16:04
URI:	http://irep.iium.edu.my/id/eprint/15827

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