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
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Universiti Teknologi Malaysia (UTM)
2009
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| Online Access: | http://dspace.unimap.edu.my/xmlui/handle/123456789/4912 |
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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) |
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English |
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Academic University Performance Success Factors Education, Higher Universities and colleges Education -- Research |
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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 |