Community perception on service quality at an international higher education institution: a case study

This paper reports on the exploration on community perception of higher education institution service quality from three dimensions namely academic, administrative and facilities. Focus group discussions were used for data collection involving three groups of neighbouring communities from both urban...

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Main Authors:	Ibrahim, Haslina, Abdul Rahim, Adibah, Abdul Rahman, Amilah, Abdullah, Nur Anisah
Format:	Conference or Workshop Item
Language:	English
Published:	2012
Subjects:	L Education (General)
Online Access:	http://irep.iium.edu.my/17044/ http://irep.iium.edu.my/17044/ http://irep.iium.edu.my/17044/1/UNIVERSITY_AND_COMMUNITY_ENGAGEMENT.pdf

id	iium-17044
recordtype	eprints
spelling	iium-170442014-07-21T02:02:29Z http://irep.iium.edu.my/17044/ Community perception on service quality at an international higher education institution: a case study Ibrahim, Haslina Abdul Rahim, Adibah Abdul Rahman, Amilah Abdullah, Nur Anisah L Education (General) This paper reports on the exploration on community perception of higher education institution service quality from three dimensions namely academic, administrative and facilities. Focus group discussions were used for data collection involving three groups of neighbouring communities from both urban and rural areas. The objectives include to better understand issues and concerns facing the community; and in doing so highlight the aspects of services needing urgent attention. Thus, findings from the research exercise are grounded on empirical evidences promoting and recognizing community engagement and inclusiveness. It is hoped that by developing such mutual relationships the Institution could respond to the real community needs and expectations in delivering useful services as an effort to retain its relevance to the society. The findings from this study could inform the enhancement of management practice at the Institution. In this respect, there would be community engagement in taking the university forward as well as imparting the university’s role in transforming the lives of the community. While this study was useful in bringing some service quality issues to light, but it was only for a particular period. The Institution ought to continuously engage its stakeholders in dialogues on how things could be better as an effort to deliver seamless and painless services. Keyword: academic service quality; administrative service quality; facilities service quality; international higher education institution; community engagement. 2012 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/17044/1/UNIVERSITY_AND_COMMUNITY_ENGAGEMENT.pdf Ibrahim, Haslina and Abdul Rahim, Adibah and Abdul Rahman, Amilah and Abdullah, Nur Anisah (2012) Community perception on service quality at an international higher education institution: a case study. In: International Conference on University and Community Engagement , 9-12 January 2012, Chiang Mai. (Unpublished) http://www.ucec2012.com/session5.html
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	L Education (General)
spellingShingle	L Education (General) Ibrahim, Haslina Abdul Rahim, Adibah Abdul Rahman, Amilah Abdullah, Nur Anisah Community perception on service quality at an international higher education institution: a case study
description	This paper reports on the exploration on community perception of higher education institution service quality from three dimensions namely academic, administrative and facilities. Focus group discussions were used for data collection involving three groups of neighbouring communities from both urban and rural areas. The objectives include to better understand issues and concerns facing the community; and in doing so highlight the aspects of services needing urgent attention. Thus, findings from the research exercise are grounded on empirical evidences promoting and recognizing community engagement and inclusiveness. It is hoped that by developing such mutual relationships the Institution could respond to the real community needs and expectations in delivering useful services as an effort to retain its relevance to the society. The findings from this study could inform the enhancement of management practice at the Institution. In this respect, there would be community engagement in taking the university forward as well as imparting the university’s role in transforming the lives of the community. While this study was useful in bringing some service quality issues to light, but it was only for a particular period. The Institution ought to continuously engage its stakeholders in dialogues on how things could be better as an effort to deliver seamless and painless services. Keyword: academic service quality; administrative service quality; facilities service quality; international higher education institution; community engagement.
format	Conference or Workshop Item
author	Ibrahim, Haslina Abdul Rahim, Adibah Abdul Rahman, Amilah Abdullah, Nur Anisah
author_facet	Ibrahim, Haslina Abdul Rahim, Adibah Abdul Rahman, Amilah Abdullah, Nur Anisah
author_sort	Ibrahim, Haslina
title	Community perception on service quality at an international higher education institution: a case study
title_short	Community perception on service quality at an international higher education institution: a case study
title_full	Community perception on service quality at an international higher education institution: a case study
title_fullStr	Community perception on service quality at an international higher education institution: a case study
title_full_unstemmed	Community perception on service quality at an international higher education institution: a case study
title_sort	community perception on service quality at an international higher education institution: a case study
publishDate	2012
url	http://irep.iium.edu.my/17044/ http://irep.iium.edu.my/17044/ http://irep.iium.edu.my/17044/1/UNIVERSITY_AND_COMMUNITY_ENGAGEMENT.pdf
first_indexed	2023-09-18T20:25:51Z
last_indexed	2023-09-18T20:25:51Z
_version_	1777408411343781888

Community perception on service quality at an international higher education institution: a case study

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