Cover Image

Achieving excellence in academic service quality with critical success factors identified in university learning

Organized by Universiti Teknologi Malaysia (UTM), 12th - 13th December 2005 at Johor, Malaysia

Saved in:
Bibliographic Details
Main Authors: Bhuvenesh, Rajamony, Zuraidah, Mohd Zain
Format: Working Paper
Language:English
Published: Universiti Teknologi Malaysia (UTM) 2009
Subjects:
Academic
University
Performance
Success
Factors
Education, Higher
Universities and colleges
Education > Research
Online Access:http://dspace.unimap.edu.my/xmlui/handle/123456789/4912
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.unimap-4912
record_format dspace
spelling my.unimap-49122013-11-20T04:18:08Z Achieving excellence in academic service quality with critical success factors identified in university learning Bhuvenesh, Rajamony Zuraidah, Mohd Zain Academic University Performance Success Factors Education, Higher Universities and colleges Education -- Research Organized by Universiti Teknologi Malaysia (UTM), 12th - 13th December 2005 at Johor, Malaysia Performance evaluation in educational systems must have a balance of measures of and judgment about both efficiency (the relationships of inputs to outcomes) and effectiveness (the relationships of objectives to outcomes). The climate in which this organizational development can blossom has to be positive and supportive and therefore non- threatening. The concept of professional accountability leads to a continual improvement in the quality of service provided. A different mindset is needed to create customer-centered culture in service organizations. Defining and measuring service quality are two main keys to enable service quality improvement. In general, the university as a service organization must design quality into its services. In order to bring about an emphasis on effectiveness in the university learning performance, it is necessary to translate output and process concepts arising out of a systems view into a set of criteria with observable or measurable indicators. Critical success factors can be identified to cover the wide range of performance of academic quality in university learning, for achieving excellence in service quality. This paper illustrates the possible approaches to the concept of educational effectiveness and its measurement. 2009-03-04T07:53:47Z 2009-03-04T07:53:47Z 2005-12-12 Working Paper http://hdl.handle.net/123456789/4912 en Proceedings of the 2005 Regional Conference on Engineering Education Universiti Teknologi Malaysia (UTM)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Academic
University
Performance
Success
Factors
Education, Higher
Universities and colleges
Education -- Research
spellingShingle Academic
University
Performance
Success
Factors
Education, Higher
Universities and colleges
Education -- Research
Bhuvenesh, Rajamony
Zuraidah, Mohd Zain
Achieving excellence in academic service quality with critical success factors identified in university learning
description Organized by Universiti Teknologi Malaysia (UTM), 12th - 13th December 2005 at Johor, Malaysia
format Working Paper
author Bhuvenesh, Rajamony
Zuraidah, Mohd Zain
author_facet Bhuvenesh, Rajamony
Zuraidah, Mohd Zain
author_sort Bhuvenesh, Rajamony
title Achieving excellence in academic service quality with critical success factors identified in university learning
title_short Achieving excellence in academic service quality with critical success factors identified in university learning
title_full Achieving excellence in academic service quality with critical success factors identified in university learning
title_fullStr Achieving excellence in academic service quality with critical success factors identified in university learning
title_full_unstemmed Achieving excellence in academic service quality with critical success factors identified in university learning
title_sort achieving excellence in academic service quality with critical success factors identified in university learning
publisher Universiti Teknologi Malaysia (UTM)
publishDate 2009
url http://dspace.unimap.edu.my/xmlui/handle/123456789/4912
_version_ 1643788238875262976
score 13.222552

Similar Items