Kualiti Perkhidmatan Dalam Kalangan Pelajar Kurang Upaya (OKU): Tinjauan Literatur Sistematik di Sektor Pendidikan Tinggi

  • Wan Salmuni Wan Mustaffa
  • Rafiduraida Abdul Rahman
  • Hariyaty Ab Wahid

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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Published
2021-12-01
How to Cite
WAN MUSTAFFA, Wan Salmuni; ABDUL RAHMAN, Rafiduraida; AB WAHID, Hariyaty. Kualiti Perkhidmatan Dalam Kalangan Pelajar Kurang Upaya (OKU): Tinjauan Literatur Sistematik di Sektor Pendidikan Tinggi. Jurnal Dunia Pendidikan, [S.l.], v. 3, n. 4, p. 42-48, dec. 2021. ISSN 2682-826X. Available at: <https://myjms.mohe.gov.my/index.php/jdpd/article/view/16364>. Date accessed: 21 may 2022.
Section
Articles