@inproceedings{library_repository60,
       booktitle = {ASAIHL International Conference 2008},
           month = {April},
           title = {Tracking institutional performance using importance-satisfaction analysis},
          author = { Ramli Bahroom and  Latifah Abdol Latif and Man San Ng},
            year = {2008},
           pages = {186--195},
        keywords = {Importance-satisfaction analysis ; Open and distance learning ; Institutional performance ; Learner satisfaction },
             url = {https://library.oum.edu.my/repository/60/},
        abstract = {This paper report on a study using Importance Satisfaction-Analysis (ISA)at OUM to access the improvement made in delivering its services to learners from 2005 to 2007.}
}