According to (Alridge and Rowley, 2001) Students interest in continuing education can be retained within the organization if the learning environment is standardized along with facilities being up to standard, another important contributing factor is the facilitator intellectual capacity, this must also be ensured to be at higher standard in order, it must be noted that the capacity for service quality is not limited to academic staff, but also to the service staff and administration staff Spooreen, et. Al (2007).
ISO 9001 is an international standard for quality management system that was introduced by International Organization for Standardization (ISO) on 1987 and revised on 1994, 2000, and 2008 (Souza Pouza, Andres et al., 2009). ISO is …show more content…
Furthermore, quality is an approach to work performance that necessitates the replenishment of traditional administrative methods (Abu Nabah, 2004) and give the impression in quality academic and non-academic aspects, infrastructure, and the internal and external environments. Akal (2008) stress that the Quality in education and enterprise, joint with the use of new technology, specifies administrative-level quality in terms of its interaction and openness with the environment.
Gremler and McCollough (2002), and Hill (1995) explain that students as primary consumers of higher education service. Guolla (1999) indicates that students could also take the role as clients, producers, and products. Based on discoveries in the service quality literature, O’Neill and Palmer (2004, p. 42) express service quality in higher education as “the difference between what a student expects to receive and his/her perceptions of actual delivery”.
2.4 Customer …show more content…
Tough (1982) has given quiet descriptive definition for student satisfaction with comparing the attitudes. It refers that satisfied students are happy with their studies or adapts an aggressive learning attitude; dissatisfied students adopt negative or passive attitude of their learning activities. Hence student satisfaction could be distinguish as the student’s positive feelings or attitude towards their leaning activities. Tough (1982) stressed that the degree of student satisfaction is as the margin between “level of anticipation” and “actual results”. A minor margin would be the greater satisfaction and a higher margin would be the lower
ISO 9001 is an international standard for quality management system that was introduced by International Organization for Standardization (ISO) on 1987 and revised on 1994, 2000, and 2008 (Souza Pouza, Andres et al., 2009). ISO is …show more content…
Furthermore, quality is an approach to work performance that necessitates the replenishment of traditional administrative methods (Abu Nabah, 2004) and give the impression in quality academic and non-academic aspects, infrastructure, and the internal and external environments. Akal (2008) stress that the Quality in education and enterprise, joint with the use of new technology, specifies administrative-level quality in terms of its interaction and openness with the environment.
Gremler and McCollough (2002), and Hill (1995) explain that students as primary consumers of higher education service. Guolla (1999) indicates that students could also take the role as clients, producers, and products. Based on discoveries in the service quality literature, O’Neill and Palmer (2004, p. 42) express service quality in higher education as “the difference between what a student expects to receive and his/her perceptions of actual delivery”.
2.4 Customer …show more content…
Tough (1982) has given quiet descriptive definition for student satisfaction with comparing the attitudes. It refers that satisfied students are happy with their studies or adapts an aggressive learning attitude; dissatisfied students adopt negative or passive attitude of their learning activities. Hence student satisfaction could be distinguish as the student’s positive feelings or attitude towards their leaning activities. Tough (1982) stressed that the degree of student satisfaction is as the margin between “level of anticipation” and “actual results”. A minor margin would be the greater satisfaction and a higher margin would be the lower