Work

University resources and student complaints in Malaysian higher education institutions

Year: 2024

Type: article

Abstract: Purpose This paper examines the relationship between university resources and student complaint management in Malaysian higher education institutions (HEIs). The paper is premised on organisational justice theory (OJT), which conceptualizes complaint handling, satisfaction and fairness among stakeholders in the educational domain. Design/methodology/approach This paper adopts a quantitative method using a survey research design. An online survey is administered to 381 students in three selected HEIs in Malaysia. Data are analysed and tested using the SmartPLS 3.0 algorithm to evaluate measurement and structural models. Findings Students’ experience in the use of online and offline university resources varies across different levels of education. The findings indicate that offline and online resources contribute substantially to students’ complaints. This study establishes the significance of an effective complaint-handling mechanism for continuous feedback and improvement in HEIs. Originality/value Within the context of policy in HEIs, the originality of this paper lies in its focus on the relationship between resources and student complaints based on the diverse complaint-handling mechanisms in Malaysian HEIs.

Source: Journal of Applied Research in Higher Education

DOI: 10.1108/jarhe-11-2023-0551

Authors: Sodiq Olalekan Omoola, Kazeem Kayode Bakare, Aminu Haliru Salame

Institutions: International Islamic University Malaysia, Albukhary International University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Peace, justice, and strong institutions, Quality education

Open Access status: green

Funder: International Islamic University Malaysia