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Assessment of service user’s experience on the facilities provision at UTHM Students’ Residential Colleges

Kasim, Rozilah and Abubakar, Musa Alkali and Ishiyaku, Bala (2014) Assessment of service user’s experience on the facilities provision at UTHM Students’ Residential Colleges. In: 7th International Real Estate Research Symposium (IRERS 2014) , 29-30 April 2014, National Institute of Valuation (INSPEN), Putrajaya.


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In recent decades international student enrolments have grown rapidly in Malaysia. This raises the demand for student accommodation. The establishment and development of students’ residential colleges is a challenge for many higher institutions in Malaysia as a result of the continuing extension of higher education and the internationalization policy of Malaysia which led to rising number of international students. Malaysia has become a strong force in international education there is a need to examine and understand how these students fit-in and observe the services delivered in the residential colleges of higher institutions of learning. Therefore the aim of this study is to assess the service user’s experience on the facilities provided at UTHM students’ residential colleges. The study intends to explore the most important physical attributes that influence the service user’s experience in the study area as well as measure the value students give to the physical attributes that influence service user’s experience in the study area. This study intends to use mixed method, and a sample population of 189 international students will be involved. The implication of the study is that it will help to formulate guidelines in terms of designs, construction and maintenance for future developments of students’ residential colleges. Conversely the study will also serve as a yardstick in measuring the key elements of facilities that are more users centred for UTHM students’ residential colleges.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: service user experience; students’ residential colleges; physical attributes; international students; service excellence
Subjects: L Education > LB Theory and practice of education > LB3201 School architecture and equipment. School physical facilities.
Divisions: Faculty of Technology Management and Business > Department of Real Estate Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 28 Oct 2014 01:33
Last Modified: 28 Oct 2014 01:33
URI: http://eprints.uthm.edu.my/id/eprint/5625
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