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Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market?


Hanaysha, Jalal R. M. and Abdullah, Haim Hilman and Warokka, Ari (2011) Service quality and students’ satisfaction at higher learning institutions: Is Malaysian government at the right track to champion ASEAN market? In: 16th International Business Information Management Association Conference, 29-30 June 2011, Kuala Lumpur, Malaysia.

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Abstract

An important determinant 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 require 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 all the five dimensions of service quality were correlated with student satisfaction.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 978-0-9821489-5-2
Uncontrolled Keywords: Service quality, educational sector, higher learning institution, performance.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: School of Business Management
Depositing User: Dr. Haim Hilman Abdullah
Date Deposited: 26 Dec 2011 08:21
Last Modified: 06 Dec 2016 03:57
URI: http://repo.uum.edu.my/id/eprint/4221

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