Malaysia has been recognized as a higher education destination for international students. Recently, an issue of ensuring a positive service experience among international students in Malaysian public universities has gained enormous attention. The international students are viewed as the primary customers of higher education. It is important for universities to attract and retain the international students' experience to compete in the global market and enhance university ranking. Consequently, universities need to improve the international students' experience with service delivery rendered, including teaching and learning, research, and administrative. Previous research affirms that the customer experience involves three phases of human interaction, cognitive, affective and behavioral, when evaluating services. The cognitive-affective-behavioral model is often used to explain the concept of customer experience. Nevertheless, this model still does not specify the relevant variables t.....

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Kenaikan pangkat bagi kakitangan akademik di Institusi Pengajian Tinggi (IPT) merupakan satu isu yang sering menimbulkan kontroversi. Maka, perIunya satu teknik yang dapat membantu pembuat keputusan mempertimbangkan kriteria-kriteria yang merangkumi keseluruhan tugasan, aktiviti dan sumbangan calon supaya pemilihan yang dibuat adalah adil dan berkualiti. Kajian ini membincangkan pembuatan keputusan untuk kenaikan pangkat bagi kakitangan akademik di Institusi Pendidikan Tinggi Awam. Kriteria-kriteria telah dibina berdasarkan 4 komponen iaitu Penyelidikan dan Penerbitan, Pengajaran, Perkhidmatan dan Keperibadian yang mengambil kira pandangan global dan penilaian semasa. Teknik Proses Hierarki Analisis (PHA) telah digunakan bagi menentukan keutamaan kepentingan terhadap komponen serta kriteria-kriteria untuk kenaikan pangkat kakitangan akademik. Data dianalisis dengan menggunakan 3 prinsip dalam teknik PHA iaitu penghuraian, pertimbangan perbandingan relatif dan sintesis prioriti. Hasil a.....

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