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The roles of technology in enhancing service excellence in higher education

For a long time, the importance of technology has become an essential topic discussed for competitive advantage and previous studies have pointed out that many business operations have shifted from traditional to computer since the 1980s (Jackson & Humble 1994). During that time, the information...

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Main Authors: Ariffin, Hasfizani, Mohd Mokhtar, Sany Sanuri, Abdullah, Nur Farhana
Other Authors: Abu, Noor Hidayah
Format: Book Section
Language:English
Published: 978-967-2276-11-1 2019
Subjects:
LB2300 Higher Education
Online Access:http://repo.uum.edu.my/28094/1/978-967-2276-11-1%201%20117%2083%2094.pdf
http://repo.uum.edu.my/28094/
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spelling my.uum.repo.280942021-01-19T06:15:35Z http://repo.uum.edu.my/28094/ The roles of technology in enhancing service excellence in higher education Ariffin, Hasfizani Mohd Mokhtar, Sany Sanuri Abdullah, Nur Farhana LB2300 Higher Education For a long time, the importance of technology has become an essential topic discussed for competitive advantage and previous studies have pointed out that many business operations have shifted from traditional to computer since the 1980s (Jackson & Humble 1994). During that time, the information technology was considered as a new way in delivering products and services in the business environment to be ahead from their competitors (Jackson & Humble, 1994). The technology support was told has improved customer’s satisfaction, by aiding the organization's communication processes (Johnson, Fidler & Rogerson, 1998; Jackson & Humble 1994). For ages, technology was named as the major factor in improving the organization’s performance. More than two decades ago, a study by Johnson et al. (1998) has named the technological support in a business environment during that time such as fax, electronic mail, mobile phones, messaging services and video conference facilities and personal computer. The study justified that the organizational change was probably lagging behind the technological innovation, which is still equivalent to the current situation since fast-growing technology is expensive and some high skills need to be applied. This statement was supported by a recent study which related to today’s huge market with a competitive environment that caused by technology which required different approaches to tackle new customer’s demand and behaviour (Kotler, Kartajaya & Setiawan, 2016). Indeed, nowadays the technology has a direct impact on the organization performance, such as the accessibility of information to their customers, suppliers and distributors (Tay & Low, 2017). Regardless of any business in any industry, immediate response to the internet community that rely on their community’s recommendation has reduced the organization power in marketing their products and services (Kotler et al.,2016). 978-967-2276-11-1 Abu, Noor Hidayah Hashim, Rushanim Mohd Shafie, Shafini 2019 Book Section PeerReviewed application/pdf en http://repo.uum.edu.my/28094/1/978-967-2276-11-1%201%20117%2083%2094.pdf Ariffin, Hasfizani and Mohd Mokhtar, Sany Sanuri and Abdullah, Nur Farhana (2019) The roles of technology in enhancing service excellence in higher education. In: School of Technology Management and Logistics. 978-967-2276-11-1, Sintok, pp. 83-94. ISBN 978-967-2276-11-1
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Ariffin, Hasfizani
Mohd Mokhtar, Sany Sanuri
Abdullah, Nur Farhana
The roles of technology in enhancing service excellence in higher education
description For a long time, the importance of technology has become an essential topic discussed for competitive advantage and previous studies have pointed out that many business operations have shifted from traditional to computer since the 1980s (Jackson & Humble 1994). During that time, the information technology was considered as a new way in delivering products and services in the business environment to be ahead from their competitors (Jackson & Humble, 1994). The technology support was told has improved customer’s satisfaction, by aiding the organization's communication processes (Johnson, Fidler & Rogerson, 1998; Jackson & Humble 1994). For ages, technology was named as the major factor in improving the organization’s performance. More than two decades ago, a study by Johnson et al. (1998) has named the technological support in a business environment during that time such as fax, electronic mail, mobile phones, messaging services and video conference facilities and personal computer. The study justified that the organizational change was probably lagging behind the technological innovation, which is still equivalent to the current situation since fast-growing technology is expensive and some high skills need to be applied. This statement was supported by a recent study which related to today’s huge market with a competitive environment that caused by technology which required different approaches to tackle new customer’s demand and behaviour (Kotler, Kartajaya & Setiawan, 2016). Indeed, nowadays the technology has a direct impact on the organization performance, such as the accessibility of information to their customers, suppliers and distributors (Tay & Low, 2017). Regardless of any business in any industry, immediate response to the internet community that rely on their community’s recommendation has reduced the organization power in marketing their products and services (Kotler et al.,2016).
author2 Abu, Noor Hidayah
author_facet Abu, Noor Hidayah
Ariffin, Hasfizani
Mohd Mokhtar, Sany Sanuri
Abdullah, Nur Farhana
format Book Section
author Ariffin, Hasfizani
Mohd Mokhtar, Sany Sanuri
Abdullah, Nur Farhana
author_sort Ariffin, Hasfizani
title The roles of technology in enhancing service excellence in higher education
title_short The roles of technology in enhancing service excellence in higher education
title_full The roles of technology in enhancing service excellence in higher education
title_fullStr The roles of technology in enhancing service excellence in higher education
title_full_unstemmed The roles of technology in enhancing service excellence in higher education
title_sort roles of technology in enhancing service excellence in higher education
publisher 978-967-2276-11-1
publishDate 2019
url http://repo.uum.edu.my/28094/1/978-967-2276-11-1%201%20117%2083%2094.pdf
http://repo.uum.edu.my/28094/
_version_ 1690373820491235328
score 13.211869

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