%0 Conference Paper
%A Latifah Abdol Latif, 
%A Ramli Bahroom, 
%A Nik Azlina Nik Yaacob, 
%A Man San, Ng 
%A Open University Malaysia (OUM),
%B 21st AAOU Annual Conference, Kuala Lumpur, 29-31 October 2007.
%C Kuala Lumpur
%D 2007
%F library_repository:9
%K Importantance-Satisfaction (I-S) Matrix ; User satisfaction ; Service quality 
%T Institutional strength and challenges from the learners perspective 
%U https://library.oum.edu.my/repository/9/
%X The paper analyses the result of the Importance-Satisfaction Survey conducted in both 2006 and 2007 and using the Importance-Satisfaction Matrix to direct the institution in making improvements in the areas that matter most to the learners.