1.1. Satisfaction cycle 6
2.1. Root causes of customer failures 42
6.1. Variable map: CEQ and University A items 112
6.2. Fit (mean square): CEQ and University A items 113
6.3. Scale mean score relationships: CEQ and University A 113
7.1. 7.1 Evaluation mode trends 126
8.1. Unit evaluation online access complaints 2005–2008 137
8.2. Unit evaluation online response rates 2005–2008 140
9.1. The student feedback/action cycle 145
9.2. Student satisfaction, by faculty, with availability of Internet, UCE, 1996–2007 146
9.3. Student perceptions of usefulness and promptness of feedback, UCE, 1996–2007 147
9.4. Student perceptions of ease of locating books on shelves, UCE, 1996–2007 150
2.1. Different types of student feedback collected by HEIs 31
3.1. Malaysia's higher education performance relative to other selected countries in 2008 52
6.1. Core CEQ items considered in this analysis 103
6.2. Institution-specific TQI items 106
7.1. Number of units evaluated, 2007–2008 125
7.2. Response rates, 2006–2008 126