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What you see is not what you get: a case of the quality of services

Ibn Usman, Muhammad Awwal and Mohd Ali, Hairuddin (2011) What you see is not what you get: a case of the quality of services. In: Quality educational management. IIUM Press, Kuala Lumpur, pp. 69-88. ISBN 9789674180126

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Abstract

A brief investigation of quality services in one of the kulliyyahs in IIUM. The study was based on the SERVQUAL framework. The study managed to highlight some of the service aspects that needs to be improved for customer satisfaction.

Item Type: Book Chapter
Additional Information: 6004/25599
Uncontrolled Keywords: quality, services, customers, satisfaction
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): Kulliyyah of Education
Depositing User: Professor Dr. Hairuddin bin Mohd Ali
Date Deposited: 28 Aug 2012 14:00
Last Modified: 28 Aug 2012 14:00
URI: http://irep.iium.edu.my/id/eprint/25599

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