USM and The APEX Journey: Governance, Performance, Human Resources and Service Quality (Penerbit USM)Ishak Ismail, Hasnah Haron, Malliga Marimuthu This book presents study of AURA-Governance which was conducted in 2011. It highlights the readiness of the Universiti Sains Malaysia’s community to gear up to the expectation of quality of APEX in terms of (1) governance, (2) performance, (3) human resources, and (4) service quality during the APEX period. This research is a follow-up study of the pre-APEX transformation process study which was documented as a book entitled Excellence and Sustainability USM and the APEX Journey, Volume 1: The Road Ahead. In this book, the research findings are reported in four separate sections and the data presented in well-built graph, chart and table to ease understanding of the readers. |
Contents
PERFORMANCE OF ACADEMIC AND ADMINISTRATIVE | |
improvement | |
COMPETENCY OF ACADEMIC AND ADMINISTRATIVE | |
administrative staff | |
APPENDICES | |
Academic Staff Survey | |
Administrative Staff Survey | |
REFERENCES | |
INDEX | |
Common terms and phrases
academic and administrative academic respondents academic staff performance academic staff respondents administrative staff performance administrative staff respondents APEX Journey APEX period APEX university areas AURA Governance Balanced scorecards Competency of Academic control environment DEMOGRAPHIC PROFILE Excellence and Sustainability EXCELLENCE APEX Hasnah Haron human resources internal control system International Journal Ishak Ismail kind cooperation Likert scale main campus Noor Hazlina Ahmad organisation Parasuraman Penang Penerbit USM perceived by students perceptions performance measurement performance of academic performance of administrative PROGRAMME FOR EXCELLENCE quality of academic quality of administrative quality of service refer to Figure respondents The numbers Responsibility Centre Road Ahead satisfaction with service School of Management Selected quotes related service provided Service Quality Offered SERVQUAL Siti Rohaida staff as perceived staff in USM Strengths and weaknesses student respondents students based Sustainability USM Table Tajul Ariffin Masron top management respondents Universiti Sains Malaysia University of Adelaide university’s Zeithaml and Berry