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Services quality: Implications for Management in Higher Education from the perspective of the disable

Hamedon, Siti Rohimi and Nik Idris, Nik Ruzni and Abdullah, Nur Anisah and Saad, Nurulwahida (2012) Services quality: Implications for Management in Higher Education from the perspective of the disable. In: IRIIE2012, 20-21 February 2012, CAC IIUM. (Unpublished)

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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 on services quality. The focus is on academic 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 (Poster)
Additional Information: 1490/22988
Uncontrolled Keywords: Service quality; management of higher education institution; the disable; OKU
Subjects: 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 16:08
Last Modified: 21 Mar 2013 16:01
URI: http://irep.iium.edu.my/id/eprint/22988

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