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Adoption of customer centered service in Public University: a case study in Malaysia

The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major c...

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Main Authors: NorHapiza, Mohd Ariffin, Norfarizan, Mohd Daud
Format: Conference or Workshop Item
Language:English
Published: Springer Verlag 2018
Subjects:
QA75 Electronic computers. Computer science
T Technology (General)
Online Access:http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf
http://umpir.ump.edu.my/id/eprint/22194/
https://link.springer.com/chapter/10.1007/978-981-13-1628-9_16
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spelling my.ump.umpir.221942018-12-06T06:36:00Z http://umpir.ump.edu.my/id/eprint/22194/ Adoption of customer centered service in Public University: a case study in Malaysia NorHapiza, Mohd Ariffin Norfarizan, Mohd Daud QA75 Electronic computers. Computer science T Technology (General) The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major changes of the business processes. In term of providing the best ICT facilities and infrastructure, there are often issues about service delivering, customer expectation, utilization of infrastructure, knowledge sharing and matters regarding ICT services. Therefore, this study was conducted to analyze the adoption of customer centered service for ICT services in Malaysian public university. There are two main objectives of this study which first, to identify the current status of customer centered service for ICT services and second, to identify the impact of adoption of customer centered service for ICT services. About 10 public universities in Malaysia involved in this study. Interview and questionnaires were used for collecting data. The findings showed that 80% of public universities in Malaysia have adopted customer centered services to facilitate the ICT services and facilities in their universities and this study revealed about the positive impact of customer centered service to the ICT services. Suggestions as to what future research should indicate are also discussed. Springer Verlag 2018 Conference or Workshop Item PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf NorHapiza, Mohd Ariffin and Norfarizan, Mohd Daud (2018) Adoption of customer centered service in Public University: a case study in Malaysia. In: 5th International Conference on User Science and Engineering, 28-30 August 2018 , Puchong, Selangor. pp. 175-182., 886. https://link.springer.com/chapter/10.1007/978-981-13-1628-9_16
institution Universiti Malaysia Pahang
building UMP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Pahang
content_source UMP Institutional Repository
url_provider http://umpir.ump.edu.my/
language English
topic QA75 Electronic computers. Computer science
T Technology (General)
spellingShingle QA75 Electronic computers. Computer science
T Technology (General)
NorHapiza, Mohd Ariffin
Norfarizan, Mohd Daud
Adoption of customer centered service in Public University: a case study in Malaysia
description The Information and Communication Technology (ICT) represents a basis for the development of academic institution in public sector. Thus, there is a huge emerging from the traditional academic institution into technological environment based. ICT implementations indirectly will represent the major changes of the business processes. In term of providing the best ICT facilities and infrastructure, there are often issues about service delivering, customer expectation, utilization of infrastructure, knowledge sharing and matters regarding ICT services. Therefore, this study was conducted to analyze the adoption of customer centered service for ICT services in Malaysian public university. There are two main objectives of this study which first, to identify the current status of customer centered service for ICT services and second, to identify the impact of adoption of customer centered service for ICT services. About 10 public universities in Malaysia involved in this study. Interview and questionnaires were used for collecting data. The findings showed that 80% of public universities in Malaysia have adopted customer centered services to facilitate the ICT services and facilities in their universities and this study revealed about the positive impact of customer centered service to the ICT services. Suggestions as to what future research should indicate are also discussed.
format Conference or Workshop Item
author NorHapiza, Mohd Ariffin
Norfarizan, Mohd Daud
author_facet NorHapiza, Mohd Ariffin
Norfarizan, Mohd Daud
author_sort NorHapiza, Mohd Ariffin
title Adoption of customer centered service in Public University: a case study in Malaysia
title_short Adoption of customer centered service in Public University: a case study in Malaysia
title_full Adoption of customer centered service in Public University: a case study in Malaysia
title_fullStr Adoption of customer centered service in Public University: a case study in Malaysia
title_full_unstemmed Adoption of customer centered service in Public University: a case study in Malaysia
title_sort adoption of customer centered service in public university: a case study in malaysia
publisher Springer Verlag
publishDate 2018
url http://umpir.ump.edu.my/id/eprint/22194/1/Adoption%20of%20Customer%20Centered%20Service%20in%20Public%20University.pdf
http://umpir.ump.edu.my/id/eprint/22194/
https://link.springer.com/chapter/10.1007/978-981-13-1628-9_16
_version_ 1643669316836524032
score 13.211869

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