Abstract:

This paper examines the relationship between university resources and student complaint management in Malaysian Higher Education Institutions (HEIs). The discussion is premised on Organisational Justice theory (OJT) which conceptualizes complaint handling, satisfaction and fairness among stakeholders in the educational domain. The experience of students in the use of online and offline university resources vary across different levels of education. Based on the diverse complaint handling mechanisms in the Malaysian HEIs, this paper adopts quantitative method using survey research design. The targeted population of the current study consisted of all undergraduate and postgraduate students in selected three higher education institutions in Malaysia. Online survey was administered to 381 students in Malaysian higher education institutions (HEIs). The findings indicated that offline resources and online resource contribute substantially to students’ complaint. This study establishes the significance of an effective complaint handling mechanism for continuous feedback and improvement in HEIs. The discussion has shown that online and offline resources in HEIs are substantial origin of complaints among students. Thus, an effective complaint handling mechanism is essential for customer engagement and customer satisfaction in HEIs.

Keywords:

University resources, Complaint, Organisational Justice Theory, Malaysia, Higher Education.