A study on disabled people perceptions on service quality provided by The Industrial Training Center And Rehabilitation (PLPP) / Salmah Salman...[et al.]

Salman, Salmah and Mohd Nazir, Siti Nazira and Md Yusuf, Siti Nur Raidah and Ahmad, Jasmine (2010) A study on disabled people perceptions on service quality provided by The Industrial Training Center And Rehabilitation (PLPP) / Salmah Salman...[et al.]. In: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings, 26 to 27 May 2010, SP Inn Hotel, Sungai Petani Kedah, Malaysia.

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Abstract

Service is an act or performance and an activity or a series of activities which take place in interactions with a contact person or a physical machine and which provides customer satisfaction. This study identifies the disabled people (students in PLPP) perceptions on the service quality provided by the Rehabilitation and Industrial Training Centre (PLPP) in Bangi, Selangor. Disabled person or generally referred to as ‘disabled’ are those with a physical or mental impairment that substantially limits one or more major life activities. This study focuses on the level of awareness towards the type of services provided to the disabled students such as educational and training programmes, facilities as well as services. In addition, the study identifies the satisfaction level on services provided by PLPP through self-administered questionnaire. The findings of this study contribute to the understanding of crucial factors in rendering services for the disabled students.

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Item Type: Conference or Workshop Item (Paper)
Creators:
Creators
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Salman, Salmah
UNSPECIFIED
Mohd Nazir, Siti Nazira
UNSPECIFIED
Md Yusuf, Siti Nur Raidah
UNSPECIFIED
Ahmad, Jasmine
jasmi661@salam.uitm.edu.my
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus
Event Title: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings
Event Dates: 26 to 27 May 2010
Page Range: pp. 1-9
Item ID: 34046
Uncontrolled Keywords: Disabled people, service quality, customer perception, satisfaction
URI: https://ir.uitm.edu.my/id/eprint/34046

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34046

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