Kualiti perkhidmatan dalam kalangan pelajar kurang upaya (OKU): Tinjauan literatur sistematik di sektor pendidikan tinggi
List of Authors
  • Rafiduraida Abdul Rahman , Wan Salmuni Wan Mustaffa

Keyword
  • Tinjauan literatur sistematik, kualiti perkhidmatan, pelajar OKU, pendidikan tinggi

Abstract
  • Sektor pendidikan tinggi akan terus berdaya saing sekiranya perkhidmatan berkualiti ditawarkan secara berterusan terutamanya kepada pelajar kurang upaya (OKU). Maka, tinjauan literatur sistematik ini dijalankan untuk menganalisis maklumat dan menentukan jurang kajian (research gaps) mengenai topik kualiti perkhidmatan dalam kalangan pelajar OKU di sektor pendidikan tinggi. Tinjauan literatur sistematik ini dijalankan berdasarkan lima langkah perlaksanaan iaitu penentuan skop, perancangan, pengenalpastian, penyaringan dan pelaporan. Dua kata kunci tinjauan pencarian telah ditetapkan iaitu ‘kualiti perkhidmatan’ dan ‘kualiti perkhidmatan pelajar OKU’ dalam konteks pendidikan tinggi. Maklumat tinjauan literatur sistematik ini telah diakses dari empat pangkalan data iaitu Scopus, ProQuest, Emerald dan EBSCOhost. Hasil tinjauan mendapati kajian terhadap kualiti perkhidmatan dalam kalangan pelajar OKU di sektor pendidikan tinggi masih terhad. Model dan indikator pengukuran kualiti perkhidmatan seperti Gronroos model, SERVQUAL, SERVPERF dan HEdPERF masih gagal mengukur kualiti perkhidmatan dalam kalangan pelajar OKU di sektor pendidikan tinggi. Tinjauan literatur sistematik ini mencadangkan supaya kajian mengenai kualiti perkhidmatan dalam kalangan pelajar OKU di sektor pendidikan tinggi perlu diberi perhatian khususnya terhadap aspek definisi operasional dan pembinaan model atau indikator pengukuran yang bersifat komprehensif.

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