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Service quality in education: Management students' perspective


Jusoh, Ahmad and Omain, Siti Zaleha and Abdul Majid, Norazman and Shamsuddin, Ahmad Sharifuddin and Md Som, Hishamudin (2004) Service quality in education: Management students' perspective. In: ASEAN Symposium on Educational Management and Leadership (ASEMAL4), 13 - 15 Disember 2004, Grand Plaza Parkroyal, Penang. (Unpublished)

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Abstract

According to some scholars, the strategic success of a service organization depends on its ability to consistently meet or exceed customer service expectations. This study thus set out measure the service quality performance of a faculty in a public university. Based on stratified random sampling on 229 students employing a survey instruments that measure six dimensions of quality attributes, the result of the study revealed that the level of service quality in this particular faculty is moderate. Analysis showed that there are significant differences based on the students’ perception of this faculty service quality by year of study and race. However, there are no significant differences based on gender. Implication and limitation of the study are highlighted and further research discussions are suggested.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Organized by Faculty of Cognitive Sciences and Education of Universiti Utara Malaysia
Subjects: L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: College of Arts and Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 19 May 2011 05:39
Last Modified: 19 May 2011 05:39
URI: http://repo.uum.edu.my/id/eprint/2899

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