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Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian universities’ competitiveness


Hanaysha, Jalal R. M. and Abdullah, Haim Hilman and Warokka, Ari (2011) Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian universities’ competitiveness. The Journal of Southeast Asian Research, 2011. pp. 1-10. ISSN 2166-0832

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Abstract

One of important determinants of national competitiveness is the quality of its higher education.This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learning institutions (HEIs).To remain competitive, it requires HEIs to continuously acquire, maintain, and build stronger relationships with students.The main purpose of this paper is to evaluate students’ satisfaction on services provided by HEIs. Specifically, the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) or SERVQUAL and students’ satisfaction. From 1000 questionnaires being sent out to respondents, 360 responded.The findings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general.In general,the results indicated that all the five dimensions of service quality were correlated with student satisfaction.

Item Type: Article
Uncontrolled Keywords: Service quality, educational sector, higher learning institution, performance.
Subjects: L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: School of Business Management
Depositing User: Dr. Haim Hilman Abdullah
Date Deposited: 11 Nov 2014 06:52
Last Modified: 24 Apr 2016 02:21
URI: http://repo.uum.edu.my/id/eprint/12573

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