Exploring Disabled Students' Service Quality Dimensions: A Case of Malaysian Higher Education Institutions (HEIs)

Abstract

The aim of this research is to explore the crucial dimensions of service quality experienced by disabled students at Malaysian HEIs. The Malaysian public universities were selected as a research context. This research involved disabled students registered at selected Malaysian public universities. Purposive sampling technique was utilized for selection of the respondents. Face-toface interview was conducted to gather the data. Thematic technique was performed to analyze the data. Result from the interview indicated that the disabled students were less satisfied with service experience offered by Malaysian public universities. The results also revealed that four dimensions need to give extra attention to improve the quality of disabled students’ service experience at Malaysian HEIs. The service dimensions include physical facilities, access to learning, communication, and empathy. This research will give a positive impact to the university’s management in providing service quality according to the disabled students’ needs.