University resources and student complaints in Malaysian higher education institutions

Abstract

Purpose

This paper examines the relationship between university resources and student complaint management in Malaysian higher education institutions (HEIs). The paper is premised on organisational justice theory (OJT), which conceptualizes complaint handling, satisfaction and fairness among stakeholders in the educational domain.

Design/methodology/approach

This paper adopts a quantitative method using a survey research design. An online survey is administered to 381 students in three selected HEIs in Malaysia. Data are analysed and tested using the SmartPLS 3.0 algorithm to evaluate measurement and structural models.

Findings

Students’ experience in the use of online and offline university resources varies across different levels of education. The findings indicate that offline and online resources contribute substantially to students’ complaints. This study establishes the significance of an effective complaint-handling mechanism for continuous feedback and improvement in HEIs.

Originality/value

Within the context of policy in HEIs, the originality of this paper lies in its focus on the relationship between resources and student complaints based on the diverse complaint-handling mechanisms in Malaysian HEIs.

Citation

Omoola, S.O., Bakare, K.K. and Salame, A.H. (2024), "University resources and student complaints in Malaysian higher education institutions", Journal of Applied Research in Higher Education, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JARHE-11-2023-0551