Title: The roles of technology in enhancing service excellence in Malaysian higher education industry

Authors: Hasfizani Ariffin; Sany Sanuri Mohd Mokhtar; Yusmani Mohd Yusoff

Addresses: Universiti Sains Malaysia, Engineering Campus, 14300 Nibong Tebal, Pulau Pinang, Malaysia ' School of Business Management, Universiti Utara Malaysia, 06010 Sintok, Kedah Darul Aman, Malaysia ' School of Business Management, Universiti Utara Malaysia, 06010 Sintok, Kedah Darul Aman, Malaysia

Abstract: In this digital era of advancement in technology, all businesses in the globe were striving hard in gaining customer's attention. Like other businesses, higher education was also affected by complex competitive environment. Indeed, fast communication has required the universities all over the world to move forward into a new and updated approach to remain competitive. Somehow, an article on an approach in improving services in higher education industry by any specific technology were lacking in the literature. Therefore, this study examined the rules of technology in enhancing service excellence in higher education. This is because, service excellence is crucially needed in every business environment with previous studies having proven that those implementing service excellence will increase their profit and remain competitive in the long run. The study will be thoroughly discussing on previous literatures to explore previous findings on technology's roles in enhancing service excellence.

Keywords: service excellence; service delivery; technology; digital era; higher education; university; Malaysia; Asia; competitive environment; customer's attention.

DOI: 10.1504/IJBEX.2022.123571

International Journal of Business Excellence, 2022 Vol.27 No.2, pp.189 - 201

Received: 08 Sep 2019
Accepted: 01 Dec 2019
Published online: 27 Jun 2022 *

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