Measuring Disabled Students’ Satisfaction Towards the Provision of Facilities at Public Universities in Kuala Lumpur
Abstract
This study investigates the satisfaction of disabled students with the provision of facilities at public universities in Kuala Lumpur. The study utilises a quantitative research approach to collect data from 105 respondents using a questionnaire. The results of the study reveal that most of the public universities in Kuala Lumpur have provided facilities for people with disabilities on their campuses. Nevertheless, the available facilities are less convenient for the impaired, or not friendly to the disabled people. The study also finds that People with Disabilities (PWDs) are not satisfied with the facilities for disabled people. Therefore, the management of universities needs to improve the facilities in higher education centres. The findings could assist the management of universities to consider the equality rights of disabled people so that this group could also enjoy the quality and comfortable facilities like other members of society.
References
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3. Ajayi, M., Nwosu, A., & Ajani, Y. (2015). Students’ satisfaction with hostel facilities in a federal university of technology, Akure, Nigeria. European Scientific Journal, 11(34), 402‐415.
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6. Amin, A. S., Zuki, S. Z. M., & Akhir, N. M. (2019). Accessibility to facilities for persons with disabilities at public institutes of higher learning. Int. J. Recent Technol. Eng, 8(2), 21-37.
7. Amka, A., & Dalle, J. (2022). The Satisfaction of the Special Needs Students with E-Learning Experience during COVID-19 Pandemic: A Case of Educational Institutions in Indonesia. Contemporary Educational Technology, 14(1).
8. Ali-Hassan, H., El Morr, C. (2019). Analytics in Healthcare: A Practical Introduction. Germany: Springer International Publishing.
9. Ayenew, D. (2023). Ethical Considerations ~ Types & Examples. Retrieved From https://www.bachelorprint.eu/methodology/ethical-considerations/
10. Bastanfard, M., & Taghizadeh, K. (2016). Making University Campuses Suitable for Physical and Motor Disabled People (Case study: College of Fine Arts, University of Tehran). Current World Environment, 11(1) 66-82.
11. Bhandhari, P. (2021).Questionnaire Design | Methods, Question Types & Examples. Retrieved From https://www.scribbr.com/methodology/questionnaire/
12. Blackwell, Y. (2018). Students with disabilities attitudes regarding accommodations and services provided by Disability Services.
13. Brace, I. (2018). Questionnaire design: How to plan, structure and write survey material for effective market research. Kogan Page Publishers. http://educationinpakistan.org/wp-content/uploads/2015/09/Questionnaire-Design-How-to-Plan-Structure-Write.
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17. Cherry, K. (2020). Reliability and consistency in psychometrics. Very well mind.
18. Choudhary, S. (2017) Special Accommodation Facilities for the Disabled in Universities.International Journal of Innovative Research in Science, Engineering and Technology, 6(4).
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20. Department of Social Welfare (2023) Disabled Registration Statistics by State and Category Up to January 31, 2023. Retrieved From
https://www.jkm.gov.my/jkm/index.php?r=portal/full&id=ZUFHVTB1NnJWM0EreGtwNC9Vb1hvdz09
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24. Hashim, N. L., Matraf, M. S. B., & Hussain, A. (2021). Identifying the Requirements of Visually Impaired Users for Accessible Mobile E-book Applications. JOIV: International Journal on Informatics Visualization, 5(2), 99-104.
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26. Ismail, M. F., Abdullah, M. F., & Ghani, N. A. (2021). Provision of Students with Disabilities Facility at Public Universities: A Case Study. International Journal of Academic Research in Progressive Education and Development, 10(2), 839-853.
27. Ismail, M. F., Ghani, N. A., & Endri, S. (2022). Characteristics of A Conducive Residential College Needed for Students with Disabilities in Public University: A Case Study at The University of Malaya, Kuala Lumpur, Malaysia. International Journal of Academic Research in Business and Social Sciences, 12(1), 1365–1375.
28. Hyun, J., Ediger, R., & Lee, D. (2017). Students' Satisfaction with Their Learning Process in Active Learning and Traditional Classrooms. International Journal of Teaching and Learning in Higher Education, 29(1), 108-118.
29. Johnson, E.C., & Karley, J.S. (2018). Impact of service quality on customer satisfaction.
30. Jordan, J. (2015). Satisfaction of students with visual impairment within different school settings.Educational Specialist.10
31. Kara, A. M., Tanui, E., & Kalai, J. M. (2016). Educational service quality and students’ satisfaction in public universities in Kenya.
32. Khadka, K., & Maharjan, S. (2017). Customer satisfaction and customer loyalty. Centria University of Applied Sciences Pietarsaari, 1(10), 58-64.
33. Kim, W. H., & Lee, J. (2016). The effect of accommodation on academic performance of college students with disabilities. Rehabilitation Counselling Bulletin, 60(1), 40‐50.
34. Kumah, Cynthia H. (2015)."A Comparative Study of Use of the Library and the Internet as Sources of Information by Graduate Students at the University Of Ghana". Library Philosophy and Practice (e-journal). 1298.
35. Mat N.F.A., Abdul M.A.T., Muhammad F.S., & Wan M.,Wan M. (2020). A Review on The Internal Consistency Of A Scale: The Empirical Example Of The Influence Of Human Capital Investment On Malcolm Baldridge Quality Principles In Tvet Institutions. Asian People Journal (APJ), 3(1), 19–29.
36. McCombes, S. (2020).How to Write a Strong Hypothesis | Steps & Examples. Retrieved From https://www.scribbr.com/methodology/hypothesis/
37. Ministry Of Higher Education. (2017).Kategori Universiti Awam.Retrieved From https://www.mohe.gov.my/institusi/universiti-awam
38. Mohamad, M. M., Sulaiman, N. L., Sern, L. C., & Salleh, K. M. (2015). Measuring the validity and reliability of research instruments. Procedia-Social and Behavioral Sciences, 204, 164-171.
39. Munira, A.R. & Sidek, M.(2021).Bahaya Salah Guna Parkir Orang Kurang Upaya (OKU).Retrieved From
https://news.ump.edu.my/experts/bahaya-salah-guna-parkir-orang-kurang-upaya-oku
40. Mustaffa, W. S. W., Rahman, R. A., Wahid, H. A., Rhouse, S. M., & Hudin, N. S. (2019). Exploring disabled students’ service quality dimensions: A case of Malaysian higher education institutions (HEIs). Int. J. Acad. Res. Progress. Educ. Dev, 8, 239-248.
41. Nasir, M. N. A., & Efendi, A. N. A. E. (2020). “If You Don’t Fall into A Drain, You Can’t Graduate!”: Disabled Malaysians In Higher Education Sector. International Journal for Studies on Children, Women, Elderly and Disabled, Vol. 10.
42. Nor Azizi, A. A., Rabun, M. N., & Badarin, N. A. S. (2018). Are we disabled among the disabled?: disability awareness among the University of Malaya students. Journal of Administrative Science, 15(1).
43. Noor, N. H. M. (2015). The Factors Affecting Student's Satisfaction in University Utara Malaysia, Kedah (Doctoral dissertation, Universiti Utara Malaysia).
44. Omar, M. S., Manaf, M. Z., & Ali, W. A. A. W. (2021). Assessing Students’ Satisfaction towards Campus Facilities in Politeknik Tuanku Syed Sirajuddin: An Empirical Study.
45. Paramasivam, S., Krishnan, I. A., Amin, A. S., Kaliappen, N., Sidhu, R. S., & Anbalagan, H. (2022). Challenges Faced by Disabled Students in Online Learning during the COVID-19 Pandemic. International Journal of Academic Research in Business and Social Sciences, 12(1), 2098–2113.
46. Pheunpha, P. (2019). A factor analysis of students’ perceived service quality in higher education. ABAC Journal, 39(4), 90-110.
47. Roslan, R. (2019). Dasar Inklusif, Peluang Saksama Untuk Pelajar OKU. Retrieved From
https://www.iium.edu.my/my/news/dasar-inklusif-peluang-saksama-untuk-pelajar-oku
48. Rosli, S., Mahmud, S. F., & Azni, M. E. (2022). Mengintegrasi Falsafah Pendidikan Kebangsaan (FPK) Dalam Membangunkan Modal Insan Bersepadu. Jurnal Dunia Pendidikan, 4(1), 86-103.
49. Rowan University. Academic Success Center. (2015). Retrieved From http://www.rowan.edu/studentaffairs/asc/disabilityresources/
50. Sa'ad, M. U. (2020). Students’ Satisfaction with Essential Hostel Services Provision and Academic Performance in Abubakar Tafawa Balewa University Bauchi, Nigeria. Journal of Energy and Environment.
51. Schober, P., Boer, C., & Schwarte, L. A. (2018). Correlation coefficients: appropriate use and interpretation. Anesthesia & Analgesia, 126(5), 1763-1768.
52. Smadi, O. Y. (2022). The Satisfaction Level of Students with Disabilities with Library and Information Services. International Journal of Education in Mathematics, Science and Technology, 10(2), 436-457.
53. Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of business research, 104, 333-339.
54. Tah, I. H. M., & Mokhtar, K. A. (2018). Konsep Hak Asasi Manusia Orang Kurang Upaya di Malaysia: Suatu Analisis. Kanun: Jurnal Undang-undang Malaysia, 30(1), 71-99.
55. Toutain, C. (2019). Barriers to accommodations for students with disabilities in higher education: A literature review. Journal of Postsecondary Education and Disability, 32(3), (pp.297-310).
56. University Malaya.(2022).Special Disabled Users. Retrieved From https://umlib.um.edu.my/special-disables-users
57. UNESCO.(2015).The Right to Education for Persons with Disabilities: an overview of the measures supporting the right to education for persons with disabilities reported on by Member States; monitoring of the implementation of the Convention and Recommendation against Discrimination in Education (8th consultation) Paris, France: United Nations Educational, Scientific and Cultural Organization.
58. Vetter T. R. (2017). Descriptive Statistics: Reporting the Answers to the 5 Basic Questions of Who, What, Why, When, Where, and a Sixth, So What?. Anaesthesia and analgesia, 125(5), 1797–1802.
59. World Health Organization (2023) Disability. Retrieved From https://www.who.int/news-room/fact-sheets/detail/disability-and-health
60. Yooyong, S., & Wimonchailerk, S. (2020). A Study of Student Satisfaction Towards Instructors In General Education Department. In VII International Conference “Transportation Realia: Aspects & Challenges for Economic Sustainability: TRACES 2023". 190-196.
61. Yusof, N. M., Asimiran, S., & Kadir, S. A. (2022). Student Satisfaction of University Service Quality in Malaysia: A Review. International Journal of Academic Research in Progressive Education and Development, 11(1), 677–688.
2. Ainon R., & Rosmaizura, M.Z. (2018). The impact of facilities on students’ academic achievement. Sci. Int. (Lahore), 30(2), 299-311.
3. Ajayi, M., Nwosu, A., & Ajani, Y. (2015). Students’ satisfaction with hostel facilities in a federal university of technology, Akure, Nigeria. European Scientific Journal, 11(34), 402‐415.
4. Akomolafe, C. O., & Adesua, V. O. (2016). The Impact of Physical Facilities on Students' Level of Motivation and Academic Performance in Senior Secondary Schools in South West Nigeria. Journal of Education and Practice, 7(4), 38-42.
5. Algolaylat, A. S., Alodat, A. M., Muhidat, M. A., & Almakanin, H. A. (2023). Perspectives of Students with Disabilities on Inclusive Education Challenges in Higher Education: A Case Study of a Jordanian University.TEM Journal. 12(1) 406-413.
6. Amin, A. S., Zuki, S. Z. M., & Akhir, N. M. (2019). Accessibility to facilities for persons with disabilities at public institutes of higher learning. Int. J. Recent Technol. Eng, 8(2), 21-37.
7. Amka, A., & Dalle, J. (2022). The Satisfaction of the Special Needs Students with E-Learning Experience during COVID-19 Pandemic: A Case of Educational Institutions in Indonesia. Contemporary Educational Technology, 14(1).
8. Ali-Hassan, H., El Morr, C. (2019). Analytics in Healthcare: A Practical Introduction. Germany: Springer International Publishing.
9. Ayenew, D. (2023). Ethical Considerations ~ Types & Examples. Retrieved From https://www.bachelorprint.eu/methodology/ethical-considerations/
10. Bastanfard, M., & Taghizadeh, K. (2016). Making University Campuses Suitable for Physical and Motor Disabled People (Case study: College of Fine Arts, University of Tehran). Current World Environment, 11(1) 66-82.
11. Bhandhari, P. (2021).Questionnaire Design | Methods, Question Types & Examples. Retrieved From https://www.scribbr.com/methodology/questionnaire/
12. Blackwell, Y. (2018). Students with disabilities attitudes regarding accommodations and services provided by Disability Services.
13. Brace, I. (2018). Questionnaire design: How to plan, structure and write survey material for effective market research. Kogan Page Publishers. http://educationinpakistan.org/wp-content/uploads/2015/09/Questionnaire-Design-How-to-Plan-Structure-Write.
14. Buder S. & Perry R. (2021) The Social Model of Disability Explained. Retrieved From Https://www.thesocialcreatures.org/thecreaturestimes/the-social-model-of-disability
15. Bullare, M.I. (2020) Model Sosial Ketidakupayaan Perspektif OKU dan Bukan OKU.Kota Kinabalu,Sabah:University Malaysia Sabah Press
https://books.google.com.my/books?id=gNQvEAAAQBAJ&printsec=frontcover&redir_esc=y#v=onepage&q&f=false
16. Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, and university image on student satisfaction and student loyalty. Benchmarking: An International Journal, 26(5), 1533-1549.
17. Cherry, K. (2020). Reliability and consistency in psychometrics. Very well mind.
18. Choudhary, S. (2017) Special Accommodation Facilities for the Disabled in Universities.International Journal of Innovative Research in Science, Engineering and Technology, 6(4).
19. Course Lumen(n.d).Chapter 8: Multiple Linear Regression. Retrieved From https://courses.lumenlearning.com/suny-natural-resources-biometrics/chapter/chapter-8-multiple-linear-regression/
20. Department of Social Welfare (2023) Disabled Registration Statistics by State and Category Up to January 31, 2023. Retrieved From
https://www.jkm.gov.my/jkm/index.php?r=portal/full&id=ZUFHVTB1NnJWM0EreGtwNC9Vb1hvdz09
21. Fernández-Batanero, J. M., Montenegro-Rueda, M., & Fernández-Cerero, J. (2022). Access and Participation of Students with Disabilities: The Challenge for Higher Education. International Journal of Environmental Research and Public Health, 19(19), 11918.
22. Hanssen, T. E. S., & Solvoll, G. (2015). The importance of university facilities for student satisfaction at a Norwegian University. Facilities. 33(14), pp. 744-759.
23. Harun, M. F., Hamid, M. F., Salleh, L. M., Zainal, N. D., Ahmad, N., Aznan, N., & Zakirai, N. S. (2020). Knowledge and Awareness of PWD’s Facilities: A Case Study at Universiti Teknologi Malaysia. In International Conference on Student and Disable Student Development 2019 (ICoSD 2019) pp. 132-140. Atlantis Press.
24. Hashim, N. L., Matraf, M. S. B., & Hussain, A. (2021). Identifying the Requirements of Visually Impaired Users for Accessible Mobile E-book Applications. JOIV: International Journal on Informatics Visualization, 5(2), 99-104.
25. Haverila, M., Haverila, K., McLaughlin, C., & Arora, M. (2021). Towards a comprehensive student satisfaction model. The International Journal of Management Education, 19(3), pp.100-558.
26. Ismail, M. F., Abdullah, M. F., & Ghani, N. A. (2021). Provision of Students with Disabilities Facility at Public Universities: A Case Study. International Journal of Academic Research in Progressive Education and Development, 10(2), 839-853.
27. Ismail, M. F., Ghani, N. A., & Endri, S. (2022). Characteristics of A Conducive Residential College Needed for Students with Disabilities in Public University: A Case Study at The University of Malaya, Kuala Lumpur, Malaysia. International Journal of Academic Research in Business and Social Sciences, 12(1), 1365–1375.
28. Hyun, J., Ediger, R., & Lee, D. (2017). Students' Satisfaction with Their Learning Process in Active Learning and Traditional Classrooms. International Journal of Teaching and Learning in Higher Education, 29(1), 108-118.
29. Johnson, E.C., & Karley, J.S. (2018). Impact of service quality on customer satisfaction.
30. Jordan, J. (2015). Satisfaction of students with visual impairment within different school settings.Educational Specialist.10
31. Kara, A. M., Tanui, E., & Kalai, J. M. (2016). Educational service quality and students’ satisfaction in public universities in Kenya.
32. Khadka, K., & Maharjan, S. (2017). Customer satisfaction and customer loyalty. Centria University of Applied Sciences Pietarsaari, 1(10), 58-64.
33. Kim, W. H., & Lee, J. (2016). The effect of accommodation on academic performance of college students with disabilities. Rehabilitation Counselling Bulletin, 60(1), 40‐50.
34. Kumah, Cynthia H. (2015)."A Comparative Study of Use of the Library and the Internet as Sources of Information by Graduate Students at the University Of Ghana". Library Philosophy and Practice (e-journal). 1298.
35. Mat N.F.A., Abdul M.A.T., Muhammad F.S., & Wan M.,Wan M. (2020). A Review on The Internal Consistency Of A Scale: The Empirical Example Of The Influence Of Human Capital Investment On Malcolm Baldridge Quality Principles In Tvet Institutions. Asian People Journal (APJ), 3(1), 19–29.
36. McCombes, S. (2020).How to Write a Strong Hypothesis | Steps & Examples. Retrieved From https://www.scribbr.com/methodology/hypothesis/
37. Ministry Of Higher Education. (2017).Kategori Universiti Awam.Retrieved From https://www.mohe.gov.my/institusi/universiti-awam
38. Mohamad, M. M., Sulaiman, N. L., Sern, L. C., & Salleh, K. M. (2015). Measuring the validity and reliability of research instruments. Procedia-Social and Behavioral Sciences, 204, 164-171.
39. Munira, A.R. & Sidek, M.(2021).Bahaya Salah Guna Parkir Orang Kurang Upaya (OKU).Retrieved From
https://news.ump.edu.my/experts/bahaya-salah-guna-parkir-orang-kurang-upaya-oku
40. Mustaffa, W. S. W., Rahman, R. A., Wahid, H. A., Rhouse, S. M., & Hudin, N. S. (2019). Exploring disabled students’ service quality dimensions: A case of Malaysian higher education institutions (HEIs). Int. J. Acad. Res. Progress. Educ. Dev, 8, 239-248.
41. Nasir, M. N. A., & Efendi, A. N. A. E. (2020). “If You Don’t Fall into A Drain, You Can’t Graduate!”: Disabled Malaysians In Higher Education Sector. International Journal for Studies on Children, Women, Elderly and Disabled, Vol. 10.
42. Nor Azizi, A. A., Rabun, M. N., & Badarin, N. A. S. (2018). Are we disabled among the disabled?: disability awareness among the University of Malaya students. Journal of Administrative Science, 15(1).
43. Noor, N. H. M. (2015). The Factors Affecting Student's Satisfaction in University Utara Malaysia, Kedah (Doctoral dissertation, Universiti Utara Malaysia).
44. Omar, M. S., Manaf, M. Z., & Ali, W. A. A. W. (2021). Assessing Students’ Satisfaction towards Campus Facilities in Politeknik Tuanku Syed Sirajuddin: An Empirical Study.
45. Paramasivam, S., Krishnan, I. A., Amin, A. S., Kaliappen, N., Sidhu, R. S., & Anbalagan, H. (2022). Challenges Faced by Disabled Students in Online Learning during the COVID-19 Pandemic. International Journal of Academic Research in Business and Social Sciences, 12(1), 2098–2113.
46. Pheunpha, P. (2019). A factor analysis of students’ perceived service quality in higher education. ABAC Journal, 39(4), 90-110.
47. Roslan, R. (2019). Dasar Inklusif, Peluang Saksama Untuk Pelajar OKU. Retrieved From
https://www.iium.edu.my/my/news/dasar-inklusif-peluang-saksama-untuk-pelajar-oku
48. Rosli, S., Mahmud, S. F., & Azni, M. E. (2022). Mengintegrasi Falsafah Pendidikan Kebangsaan (FPK) Dalam Membangunkan Modal Insan Bersepadu. Jurnal Dunia Pendidikan, 4(1), 86-103.
49. Rowan University. Academic Success Center. (2015). Retrieved From http://www.rowan.edu/studentaffairs/asc/disabilityresources/
50. Sa'ad, M. U. (2020). Students’ Satisfaction with Essential Hostel Services Provision and Academic Performance in Abubakar Tafawa Balewa University Bauchi, Nigeria. Journal of Energy and Environment.
51. Schober, P., Boer, C., & Schwarte, L. A. (2018). Correlation coefficients: appropriate use and interpretation. Anesthesia & Analgesia, 126(5), 1763-1768.
52. Smadi, O. Y. (2022). The Satisfaction Level of Students with Disabilities with Library and Information Services. International Journal of Education in Mathematics, Science and Technology, 10(2), 436-457.
53. Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of business research, 104, 333-339.
54. Tah, I. H. M., & Mokhtar, K. A. (2018). Konsep Hak Asasi Manusia Orang Kurang Upaya di Malaysia: Suatu Analisis. Kanun: Jurnal Undang-undang Malaysia, 30(1), 71-99.
55. Toutain, C. (2019). Barriers to accommodations for students with disabilities in higher education: A literature review. Journal of Postsecondary Education and Disability, 32(3), (pp.297-310).
56. University Malaya.(2022).Special Disabled Users. Retrieved From https://umlib.um.edu.my/special-disables-users
57. UNESCO.(2015).The Right to Education for Persons with Disabilities: an overview of the measures supporting the right to education for persons with disabilities reported on by Member States; monitoring of the implementation of the Convention and Recommendation against Discrimination in Education (8th consultation) Paris, France: United Nations Educational, Scientific and Cultural Organization.
58. Vetter T. R. (2017). Descriptive Statistics: Reporting the Answers to the 5 Basic Questions of Who, What, Why, When, Where, and a Sixth, So What?. Anaesthesia and analgesia, 125(5), 1797–1802.
59. World Health Organization (2023) Disability. Retrieved From https://www.who.int/news-room/fact-sheets/detail/disability-and-health
60. Yooyong, S., & Wimonchailerk, S. (2020). A Study of Student Satisfaction Towards Instructors In General Education Department. In VII International Conference “Transportation Realia: Aspects & Challenges for Economic Sustainability: TRACES 2023". 190-196.
61. Yusof, N. M., Asimiran, S., & Kadir, S. A. (2022). Student Satisfaction of University Service Quality in Malaysia: A Review. International Journal of Academic Research in Progressive Education and Development, 11(1), 677–688.
Published
2023-07-30
How to Cite
SHAHRUL ANUAR, Siti Umairah; HANIF, Noor Rosly; ZAKARIA, Nadisah.
Measuring Disabled Students’ Satisfaction Towards the Provision of Facilities at Public Universities in Kuala Lumpur.
Asian Journal of Research in Education and Social Sciences, [S.l.], v. 5, n. 2, p. 263-277, july 2023.
Available at: <https://myjms.mohe.gov.my/index.php/ajress/article/view/23007>. Date accessed: 26 mar. 2025.
Section
Articles
