<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "Achieving service excellence through mystery shopping"^^ . "To stay at the forefront of the education industry, OUM stays motivated and strong\r\nwith a refreshed and revived #DareToDream motto. Over the past few years, we have\r\nrealised our goal and made it happened through various reengineering developments\r\neither structurally, technologically or physically to remain fit for purpose for the future.\r\nHowever, in this age where there is intense competition in the education industry, to\r\nfunction like before is no longer sufficient and appropriate. Thus, OUM takes a step\r\nback and proactively makes an effort to ‘understand and listen to the voice of the\r\nstudents’ through Mystery Shopping. This paper will present the results of the mystery\r\nshopper programme conducted at OUM. For this pioneer project, the research team has\r\nselected at random OUM students to serve as mystery shoppers since they are familiar\r\nwith the academic environment and their expectations may be more in line than an\r\noutside shopper. The measurement instrument consists of 50 items based on five\r\nconstructs. The questionnaire was developed based on a six-point Likert scale from\r\nStrongly Disagree to Strongly Agree and followed by open-ended questions for\r\nshoppers to give comments and suggestions. Data analysis showed that the average\r\nmean score for the five categories are in the range of 4.77–5.01. Although results are\r\non the high side for most items, there are some items in each of the five constructs\r\nwhich require attention. Mystery shopping is an accurate and efficient and effective\r\nmethod to gain in-depth knowledge of customers’ satisfaction and it should be part of\r\nthe university’s strategic activity. (Abstract by authors)"^^ . "2019" . . . . . . . . . . . . . . ""^^ . "Muzliati Ahmad Murad"^^ . " Muzliati Ahmad Murad"^^ . . "Yah Mee"^^ . "Hii"^^ . "Yah Mee Hii"^^ . . ""^^ . "Norlia Goolamally"^^ . " Norlia Goolamally"^^ . . "Open University Malaysia (OUM)"^^ . . . . . "International Conference on Education (ICE 2019)"^^ . . . . . "Kuala Lumpur"^^ . . . . . . "Achieving service excellence through mystery shopping (Text)"^^ . . . "library-document-1177.pdf"^^ . . . "Achieving service excellence through mystery shopping (Other)"^^ . . . . . . "lightbox.jpg"^^ . . . "Achieving service excellence through mystery shopping (Other)"^^ . . . . . . "preview.jpg"^^ . . . "Achieving service excellence through mystery shopping (Other)"^^ . . . . . . "medium.jpg"^^ . . . "Achieving service excellence through mystery shopping (Other)"^^ . . . . . . "small.jpg"^^ . . . "Achieving service excellence through mystery shopping (Other)"^^ . . . . . . "indexcodes.txt"^^ . . "HTML Summary of #1177 \n\nAchieving service excellence through mystery shopping\n\n" . "text/html" . . . "LC5201 Education extension. Adult education. Continuing education"@en . .