Kepuasan Pengguna Selepas Pengiktirafan ISO 9001: Kajian Kes Sebuah Fakulti di Universti Teknologi Malaysia

2012 ◽  
Author(s):  
Rohaizat Baharun
Keyword(s):  
Customer Satisfaction ◽  
Human Resource Development ◽  
Service Marketing ◽  
Iso 9000 ◽  
Higher Learning ◽  
Iso 9001 ◽  
Quality Service ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Private And Public

Kepuasan pengguna merupakan isu yang paling kerap dibincangkan dalam semua organisasi sama ada sektor awam mahupun swasta. Para pelajar intitusi pengajian tinggi merupakan pengguna dalaman kepada servis dan produk yang ditawarkan kepada mereka; lebih-lebih lagi kepada institut yang telah diiktiraf dan mendapat persijilan ISO 9000. Dengan menggunakan pengubahsuaian pengukuran SERVPERF dan SERVQUAL dalam kajian literatur, satu kajian telah dibuat untuk mengukur tahap dan pengaruh kepuasan pengguna kepada Fakulti Pengurusan dan Pembangunan Sumber Manusia, Universiti Teknologi Malaysia, Skudai, Johor. Hasil dari kajian menunjukkan bahawa kepuasan pengguna bertambah apabila mereka melihat perubahaan yang signifikan dari segi penawaran servis dan produk yang dilakukan selepas fakulti mendapat sijil ISO 9000. Kata kunci: ISO 9000; Kualiti; Kepuasan Pengguna; Institut Pengajian Tinggi; Pemasaran Servis Customer satisfaction is perhaps one of the most talked about challenges of organizations, both in private and public sectors. In tertiary institutions, students can be categorized as customers they use the services and products provided, especially the institutes which have been awarded the ISO 9000 certification. By using the modified SERVPERF and SERVQUAL instrument as suggested in the literature review, a survey was conducted to measure the level and to explain customer satisfaction at the Faculty of Management and Human Resource Development, University Technology Malaysia, Skudai, Johor. The findings show that customer satisfaction increases significantly in relation to the output/outcomes from the implementation of quality service and product after the faculty was awarded the ISO 9000 certificate. Key words: ISO 9000; Quality; Customer satisfaction; Institutions of Higher Learning; Service marketing

scholarly journals From drug abuse to lesbianism: an educational undertone

2020 ◽  
Vol 10 (1) ◽  
pp. 18-26
Author(s):  
Princewill I. Egwuasi ◽  
Gertrude Archibong ◽  
Mercy U. Ette ◽  
Joy O. Omaga
Keyword(s):  
Drug Abuse ◽  
Sex Education ◽  
Higher Learning ◽  
Modus Operandi ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Negative Impacts

The issue of drug abuse and the resultant effects has been on the limelight in recent times.Hence, this paper examined from drug abuse to lesbianism: an educational undertone. The paper highlighted the meaning of drugs and what constitutes drug abuse. It identified the ever several dangers associated with drug abuse in tertiary institutions in Nigeria, where lesbianism was spotted as a major fallout of the negative impacts of drugs on female undergraduates.Furthermore, the act of lesbianism was evaluated, where the modus operandi and factors of the lesbians were showcased. In the end, the paper conceived some therapy that could help in the curtailing or eradicating of this menace in our institutions of higher learning. Among the recommendations of the paper were that every management of tertiary institutions must recognize this as a time bomb waiting for explosion and that sex education should be institutionalized as a GST or GNS course for all freshmen in our institutions. This would go a long way in checkmating this time bomb from exploding.

scholarly journals Music and Sculpture, a Panacea for Combating Unemployment in Nigeria

2019 ◽  
Vol 5 (02) ◽  
Author(s):  
Dr Sunday N. Nnamani ◽  
Dr. Casmir N. Nnamele
Keyword(s):  
Human Resources ◽  
Growth And Development ◽  
Higher Learning ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Generation Level ◽  
Employment Generation ◽  
The Right ◽  
Higher Institutions ◽  
Good Number

In contemporary Nigeria, a large number of graduates are turned out from the different tertiary institutions of higher learning every year. The fact is that such graduates while in the school believe that they will be out of school rigour on graduation and will soon start life as soon as they are gainfully employed. But such dreams are in most cases shattered by the non-availability of jobs for such graduates. In the light of this, a good number of people who are graduates from the different higher institutions in Nigeria roam the streets in search of non-existing jobs. This paper deals with speciality areas of music and sculpture, the advantages and benefits inherent in these areas and their roles in generating employment with the major components highlighted. For Nigeria to attain the employment generation level of the post MDGs, there is a need to put in place vocational trainings that would enhance the right input of highly skilled human resources in music and sculpture to feed the labour market for the overall growth and development of the nation.

scholarly journals Recertification of a Quality Management System based on ISO 9001 - is it a must for a modern manufacturing company?

2021 ◽  
Vol 27 (3) ◽  
pp. 217-222
Author(s):  
Katarzyna Midor ◽  
Grzegorz Wilkowski
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Management System ◽  
Quality Management System ◽  
Iso 9000 ◽  
Iso 9001 ◽  
Customer Requirements ◽  
Manufacturing Company ◽  
Modern Manufacturing

Abstract The ISO 9000 series of standards are among the best-known standards developed by the International Organisation for Standardisation ISO. They provide guidance and guidelines for companies and organisations that want their products and services to satisfy customer requirements and their quality to be continuously improved. However, the need for recertification of the Quality Management System (QMS) based on ISO 9001 is increasingly being discussed by managers. The questions asked are: is it necessary to have such a certificate in order to maintain high product quality and customer satisfaction? What is the balance of benefits and losses for maintaining a certificate of this standard? The authors of the paper will try to answer these questions based on the experience of a medium-sized metal manufacturing company.

The effect of ISO 9001 implementation on the customer satisfaction of the engineering design services

2017 ◽  
Vol 35 (2) ◽  
pp. 176-190 ◽  
Author(s):  
Laith Hadidi ◽  
Sadi Assaf ◽  
Khalaf Aluwfi ◽  
Hassan Akrawi
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Construction Projects ◽  
Large Scale ◽  
Gap Analysis ◽  
Iso 9000 ◽  
International Standards ◽  
Iso 9001 ◽  
Content Type ◽  
Method Of Evaluation

Purpose ISO 9001 is an international specification that provides certification for quality management systems (QMSs) after careful external auditing. However, certified companies rarely evaluate their quality systems after being certified. The certificate needs to be renewed periodically where companies are encouraged to evaluate their gained benefits and improve their QMS’s deficient areas. The purpose of this paper is to provide a method of evaluation based on the level of customers’ satisfaction over five metrics (reliability, assurance, tangible, empathy, and responsiveness). Design/methodology/approach The methodology enables to benchmark the current level of satisfaction with prior levels of satisfaction before the ISO 9001 certification. The methodology is applied for the QMS pertinent to the design services (DS) for a large public company in Saudi Arabia. Three case studies were undertaken on the DS for large-scale construction projects. Findings The results were compared between year 2008 (total of 77 projects) and year 2011 (total of 39 projects). The results show that the ISO 9001 certificate may not always demonstrate an evidence of improving customers’ satisfaction levels and, hence, a gap analysis should be implemented to define possible areas of improvement. Research limitations/implications This work is limited to the construction industry. In specific, it addresses only the customer satisfaction related to the design management services. However, Saudi Arabia is known to host many large scale organizations that are heavily involved in international business trade. Hence, the authors believe that the Saudi industry can leverage their practices up to the international standards and similarly the international practices can accommodate some of the best practices in Saudi Arabia. Originality/value It is a general perception in the industry that ISO 9000 implementation will mean good quality products. This work provides the argument that the ISO 9000 implementation should be tested on a regular basis to validate this perception. It shows that in some cases the ISO 9000 did not improve the customers’ satisfaction and, hence, the need arises for gap analysis to modify the QMS.

scholarly journals From drug abuse to lesbianism: an educational undertone

10.32698/0782 ◽  
2021 ◽  
Vol 4 (2) ◽  
Author(s):  
Princewill Ikechukwu Egwuasi ◽  
Dr Gertrude J Archibong ◽  
Mercy Udeme Ette ◽  
Joy Omaga
Keyword(s):  
Drug Abuse ◽  
Sex Education ◽  
Higher Learning ◽  
Modus Operandi ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Negative Impacts

The issue of drug abuse and the resultant effects has been on the limelight in recent times. Hence, this paper examined from drug abuse to lesbianism: an educational undertone. The paper highlighted the meaning of drugs and what constitutes drug abuse. It identified the ever several dangers associated with drug abuse in tertiary institutions in Nigeria, where lesbianism was spotted as a major fallout of the negative impacts of drugs on female undergraduates. Furthermore, the act of lesbianism was evaluated, where the modus operandi and factors of the lesbians were showcased. In the end, the paper conceived some therapy that could help in the curtailing or eradicating of this menace in our institutions of higher learning. Among the recommendations of the paper were that every management of tertiary institutions must recognize this as a time bomb waiting for explosion and that sex education should be institutionalized as a GST or GNS course for all freshmen in our institutions. This would go a long way in checkmating this time bomb from exploding.

scholarly journals Corruption and Administration of Higher Education Institutions in Nigeria

2017 ◽  
Vol 4 (2) ◽  
pp. 12
Author(s):  
Amini-Philips, Chinyere ◽  
Ogbuagwu, Chukwuma
Keyword(s):  
Higher Education ◽  
Academic Staff ◽  
Higher Learning ◽  
Education Administration ◽  
Teaching Staff ◽  
Ethical Standards ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Definition Of ◽  
Learning Institutions

Corruption in this paper refers to absurd or deviant disposition of people in institutions of higher learning whichviolates the ethical standards. The prevalence of corruption in tertiary institutions is viewed to negate the core values ofeducation at this level. Major themes discussed included definition of corruption, corruption in Nigerian society andhigher learning institutions, highlighting the various aspects and shapes of corruption in Nigerian higher institutions.Dimensions of corruption identified included students, lecturers, non-academic staff and administrators. The shapes ofcorruption among students included bribing of lecturers for unmerited grades, cultism, examination malpractice,attacks on lecturers for stopping students from indulging in examination malpractice, fiscal extortion from innocentstudents by fellow students who form themselves into “lecturers’ boys”. Forms of corruption among lecturers includeddemanding huge amount of money, sex from female students for high grade, etc. Among non-teaching staff, the shadesof corruption included monetary extortion from students before they see their results, demanding of money fromunsuspecting parents in the guise that they are lecturers with a promise to secure admission for their children/wards,they also act as agents for lecturers, receiving money from students for higher grades after examination. At theadministrator's level, shades of corruption included misappropriation and misapplication of fund meant for capitalprojects, offer of admission to undeserving students for a fee while deserving candidates are by-passed, amongst others.Impact of corruption on higher education administration was discussed and means that can be adopted or adapted tocurb the menace were suggested.

scholarly journals Students’ Choice Intention of a Higher Learning Institution : An Application of the Theory of Reasoned Action (TRA)

2020 ◽  
Author(s):  
T. Ramayah ◽  
Aizzat Mohd Nasurdin ◽  
Mohd Nasser Mohd Noor ◽  
Hajemi Hassan
Keyword(s):  
Theory Of Reasoned Action ◽  
Reasoned Action ◽  
Relative Weight ◽  
Subjective Norm ◽  
Public Institutions ◽  
Higher Learning ◽  
Institutions Of Higher Learning ◽  
Salient Beliefs ◽  
Private And Public ◽  
Learning Institutions

The purpose of the present study is to identify the determinants of upper secondary level students’ intentions whether to choose a private or a public higher learning institution. Ajzen and Fishbein’s (1980) Theory of Reasoned Action was used as the basis for this study. The theory posits that the immediate determinant of behavior is intention. Intention is determined by the weighted attitude toward the behavior and the weighted subjective norm. Combinations of beliefs, evaluations, and motivation to comply determine attitude and subjective norm towards behavior. Salient beliefs related to attitude towards both private and public institutions of higher learning and salient beliefs related to the subjective norm for both private and public higher learning institutions were identified. The sample consisted of 132 students whose age ranges from 16 years to 24 years. Hypotheses generated in accordance to the theory were confirmed. The findings also showed that attitude toward behavior and subjective norm explained 75% of the variance in behavioral intention for both private and public institutions of higher learning. Attitude toward behavior had a greater relative weight (β =0.539) compared to the subjective norm (β =0.401) for both private and public higher learning institutions. Implications of the above findings are discussed.  

scholarly journals Portrayal of Yorùbá Socio-cultural Heritage in the Practice of the Kegite Movement in Nigerian Tertiary Institutions

2021 ◽  
Vol 5 (1.2) ◽  
pp. 1-13
Author(s):  
Hezekiah Olufemi Adeosun
Keyword(s):  
Data Collection ◽  
Cultural Heritage ◽  
Cultural Theory ◽  
Participant Observation ◽  
Student Organizations ◽  
Higher Learning ◽  
Research Setting ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Observation Method

This essay examines some aspects of the Yorùbá socio-cultural heritage portrayed in the practice of the Kegite Movement in Nigerian tertiary institutions. The Kegite is one of the student organizations in institutions of higher learning in Nigeria. Membership of the organization is open to only those who support the promotion and culture of palmwine drinking. Participant observation method of data collection which involved the researcher himself in the research setting was adopted. The paper relies on the socio-cultural theory for its analysis. Among the findings revealed in the study are that the Kegite Movement promotes aspects of the Yorùbá heritage which involved entrenching associations, teaching and enhancing morals through songs, method of selecting a king and his chiefs, use of language, and use of palmwine for entertainment purpose. Tis paper concludes that the Kegite Movement has been a virile organization towards the promotion of the Yorùbá socio-cultural heritage and in uniting the youth in Nigerian tertiary Institutions.

scholarly journals Students’ sexual exposure in tertiary institutions: a case study of some universities in Abia state of Nigeria

2017 ◽  
Vol 4 (8) ◽  
pp. 2711 ◽  
Author(s):  
E. E. Enwereji ◽  
E. I. Akubugwo ◽  
J. O. Onwuka ◽  
D. C. Ckikezie
Keyword(s):  
Hiv Transmission ◽  
Intervention Strategy ◽  
Higher Learning ◽  
Federal State ◽  
First Year ◽  
Older Students ◽  
First Year Students ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning

Background: Studies have shown that new entrants in institutions of higher learning are at risk of sexual exploits by older students. Drama has been identified as an intervention strategy capable of internalizing both the emotional and cognitive dimensions of sexual problems for positive changes. This study used drama to create awareness on likely common sexual exploits in institutions of higher learning. Methods: Study used first year students in three universities, federal, state and private. It was assumed that first year students in institutions of higher learning are likely to be exposed to sexual overtures by older students. It was considered that using drama as an intervention will create awareness on types of sexual overtures experienced in tertiary institutions. A random sample of ninety ((90) students, comprising thirty (30) students in each of the universities studied was selected. Pre- and post-self-administered questionnaire were given to the selected students to complete. On completion, copies of the questionnaire (pre- and post) were analyzed using Tables and percentages. Results: The study showed that students in the three universities studied were approached for sex by fellow students but this was more in Rhema University 8 (28. 8%) than in other universities. Both male and female sexes approached the students for sex. Finding showed that some students practiced anal, oral, and multiple sex, but this was more in MOUA 10 (33.3%) than in ABSU and Rhema with 9 (30%) respectively. For knowledge on how HIV is transmitted, students had the knowledge that HIV transmission occurs by sharing sharp objects. This knowledge was more among students in MOUA 29 (97%) than those in ABSU 28 (93%) and Rhema 27 (90%). Conclusions: Drama therefore, is a valuable and timely intervention strategy capable of encouraging HIV risk reduction among university students.  

scholarly journals Bid Data And Analytics Implementation In Tertiary Institutions To Predict Students Performance In Nigeria

2021 ◽  
Author(s):  
Ozioma Oguine
Keyword(s):  
Big Data ◽  
Student Persistence ◽  
Higher Learning ◽  
Limiting Factors ◽  
Educational Institutions ◽  
Tertiary Institutions ◽  
Institutions Of Higher Learning ◽  
Novel Concept ◽  
Learning Institutions ◽  
Technology Resources

The term, Big Data has been coined to refer to the gargantuan bulk of data that cannot be dealt with by traditional data-handling techniques. Big Data is still a novel concept, and in the following literature we intend to elaborate it in a palpable fashion. It commences with the concept of the subject in itself along with its properties and the two general approaches of dealing with it. Big Data provides an opportunity to educational Institutions to use their Information Technology resources strategically to improve educational quality and guide students to higher rates of completion, and to improve student persistence and outcomes. This paper explores the attributes of big data that are relevant to educational institutions, investigates the factors influencing adoption of big data and analytics in learning institutions and seeks to establish the limiting factors hindering use of big data in Institutions of higher learning. A survey research design was adopted in conducting this research and Questionnaire was the instrument employed for data collection.

Sign in / Sign up

Export Citation Format

Share Document