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Kualiti perkhidmatan berdasarkan perspektif pelajar di institusi pengajian tinggi awam Malaysia

Romle, Abd Rahim and Shamsudin, Abdul Shukor (2008) Kualiti perkhidmatan berdasarkan perspektif pelajar di institusi pengajian tinggi awam Malaysia. Jurnal Pengurusan Awam , 7 (1). pp. 99-108. ISSN 1675-3720

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The quality of education offered by institutions of higher learning has become very important as it determines whether a student will remain with the university and promote it to others or move to other better institutions. As such, enhancing the quality of Malaysian universities is a must in today's highly competitive world. This study seeks to find out from the perspective of students: (i) their acceptance of the service being offered to them; and (ii) the main determinants of service quality. The questionnaire used in this study was modified and adapted from the SERVQUAL model of Kwan & Ng (1999) and Parasuraman et. a1 (1998). The research was conducted in one university and focused on 380 students from various social background.Data obtained was analysed using SPSS version 13.0. The results show that Malaysian students are generally more interested in campus life compared to the learning process in class. Malaysian students are also contented with communication with university, facilities and social activities provided by their university.

Item Type: Article
Subjects: J Political Science > JF Political institutions (General)
L Education > L Education (General)
Divisions: College of Law, Government and International Studies
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 15 May 2011 04:26
Last Modified: 15 May 2011 04:26
URI: http://repo.uum.edu.my/id/eprint/3125

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