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Impact of university resources on student complaint in Malaysian Higher Education Institutions

This paper examines the relationship between university resources and student complaint management in Malaysian Higher Education Institutions (HEIs). The discussion is premised on Organisational Justice theory (OJT) which conceptualized complaint handling, satisfaction, and fairness among stakeholde...

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Main Authors: Omoola, Sodiq Olalekan, Bakare, Kazeem Kayode, Amasa, Firdausa Al-Jannah
Format: Conference or Workshop Item
Language:English
Published: International Academy of Technology, Education and Development 2022
Subjects:
K Law (General)
Online Access:http://irep.iium.edu.my/98367/7/98367_Impact%20of%20University%20resources%20on%20student%20complaint%20in%20Malaysian%20Higher%20Education%20Inst.pdf
http://irep.iium.edu.my/98367/
https://library.iated.org/publications/INTED2022
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spelling my.iium.irep.983672022-08-30T06:08:54Z http://irep.iium.edu.my/98367/ Impact of university resources on student complaint in Malaysian Higher Education Institutions Omoola, Sodiq Olalekan Bakare, Kazeem Kayode Amasa, Firdausa Al-Jannah K Law (General) This paper examines the relationship between university resources and student complaint management in Malaysian Higher Education Institutions (HEIs). The discussion is premised on Organisational Justice theory (OJT) which conceptualized complaint handling, satisfaction, and fairness among stakeholders in the educational domain. The experience of students in the use of online and offline university resources varies across different levels of education. Based on the diverse complaint handling mechanisms in the Malaysian HEIs, this paper adopts a quantitative method using a survey research design. An online survey was administered to 381 students in Malaysian higher education institutions (HEIs). The findings indicated that offline resources and online resources contribute substantially to students' complaints. This study establishes the significance of an effective complaint handling mechanism for continuous feedback and improvement in HEIs. International Academy of Technology, Education and Development 2022-03-07 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/98367/7/98367_Impact%20of%20University%20resources%20on%20student%20complaint%20in%20Malaysian%20Higher%20Education%20Inst.pdf Omoola, Sodiq Olalekan and Bakare, Kazeem Kayode and Amasa, Firdausa Al-Jannah (2022) Impact of university resources on student complaint in Malaysian Higher Education Institutions. In: 16th International Technology, Education and Development Conference (INTED2022), 07-08 March 2022, Valencia, Spain. https://library.iated.org/publications/INTED2022
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic K Law (General)
spellingShingle K Law (General)
Omoola, Sodiq Olalekan
Bakare, Kazeem Kayode
Amasa, Firdausa Al-Jannah
Impact of university resources on student complaint in Malaysian Higher Education Institutions
description This paper examines the relationship between university resources and student complaint management in Malaysian Higher Education Institutions (HEIs). The discussion is premised on Organisational Justice theory (OJT) which conceptualized complaint handling, satisfaction, and fairness among stakeholders in the educational domain. The experience of students in the use of online and offline university resources varies across different levels of education. Based on the diverse complaint handling mechanisms in the Malaysian HEIs, this paper adopts a quantitative method using a survey research design. An online survey was administered to 381 students in Malaysian higher education institutions (HEIs). The findings indicated that offline resources and online resources contribute substantially to students' complaints. This study establishes the significance of an effective complaint handling mechanism for continuous feedback and improvement in HEIs.
format Conference or Workshop Item
author Omoola, Sodiq Olalekan
Bakare, Kazeem Kayode
Amasa, Firdausa Al-Jannah
author_facet Omoola, Sodiq Olalekan
Bakare, Kazeem Kayode
Amasa, Firdausa Al-Jannah
author_sort Omoola, Sodiq Olalekan
title Impact of university resources on student complaint in Malaysian Higher Education Institutions
title_short Impact of university resources on student complaint in Malaysian Higher Education Institutions
title_full Impact of university resources on student complaint in Malaysian Higher Education Institutions
title_fullStr Impact of university resources on student complaint in Malaysian Higher Education Institutions
title_full_unstemmed Impact of university resources on student complaint in Malaysian Higher Education Institutions
title_sort impact of university resources on student complaint in malaysian higher education institutions
publisher International Academy of Technology, Education and Development
publishDate 2022
url http://irep.iium.edu.my/98367/7/98367_Impact%20of%20University%20resources%20on%20student%20complaint%20in%20Malaysian%20Higher%20Education%20Inst.pdf
http://irep.iium.edu.my/98367/
https://library.iated.org/publications/INTED2022
_version_ 1743106825096527872
score 13.211869

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