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What customers expect and perceive from a university services?

Mohd Ali, Hairuddin and Salleh, Mohamad Johdi and Othman, Azam (2011) What customers expect and perceive from a university services? In: Quality educational management. IIUM Press, Kuala Lumpur, pp. 169-188. ISBN 9789674180126

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Abstract

A case study on a service quality of a faculty in one of the local universities. The study was based on Parasuraman's framework. The most important finding were the weaknesses or short of services quality came from the factor of human interactions.

Item Type: Book Chapter
Additional Information: 6004/25604
Uncontrolled Keywords: satisfaction, service, quality, university
Subjects: L Education > L Education (General)
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 14:53
Last Modified: 28 Aug 2012 14:54
URI: http://irep.iium.edu.my/id/eprint/25604

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