International Journal of Economics, Business and Management Studies

Volume 1, Number 2 (2012) pp 36-49 doi | Research Articles

 

Educational Service Quality at Public Higher Educational Institutions: A Proposed Framework and Importance of the Sub-dimensions

Abdul Raheem Mohamad Yusof 1Za’faran Hassan 2Sofiah Abdul Rahman 3Arsalan Mujahid Ghouri 4
1 Senior Lecturer Sultan Idris Education University, Malaysia
2 Associate Professor MARA University of Technology, Malaysia
3 Professor MARA University of Technology, Malaysia
4 PhD Candidate University Pendidikan Sultan Idris, Malaysia

Abstract

The objectives of this paper are to propose a conceptual framework for service quality in
higher education from the perspective of the students, to identify the importance of the
sub-dimensions and to determine whether there are differences between research
universities and non-research universities. The sub-dimensions of Educational Service
Quality according to this model are reliability, assurance, empathy, responsiveness,
tangibles (program quality and services capes), communication, knowledge/ expertise,
systems/secondary services, social responsibility and self-development. A survey
instrument was used to gather information. The mean was used to determine the weighted
importance of the sub-dimensions. ANOVA was used to determine if there are
differences in importance of the sub-dimensions between research universities and nonresearch
universities. In terms of importance, self-development and tangibles are most
important, whereas empathy and assurance are least important. However there are
methodological limitations as well as generalizability limitations which need some
attention. The findings of this research may help academics and administrators allocate
their resources. The use of a modified SERVQUAL instrument specifically designed for
higher education.

Keywords

higher education institutions SERVQUAL

Video

No video found for this article.

Related Articles

  1. Educational Service Quality at Public Higher Educational Institutions: A Proposed Framework and Importance of the Sub-dimensions
  2. Mahatma Gandhi’s Concept of Educational Leadership
  3. Cultural Capital, Social Class and Higher Education: How Institutionalised Cultural Capital Shapes Educational Choice in Bangladesh
  4. Long-Run Relationship between Marketing of Bank Services and the Performance of Deposit Money Banks in Nigeria
  5. Goods and Services Tax (GST): A New Tax Reform in Malaysia
  6. Mediating Effect of Customer Satisfaction on Service Quality and Customer Loyalty Relationship in Malaysian Rural Tourism
  7. Transformational Leadership and Empathy: The Impact of Quality in the Health Care Services in Kelantan, Malaysia
  8. Determinants of Customers' Satisfaction Towards Services Provided by Agencies in Urban Transformation Centre (UTC)
  9. Going To Bed with Your Work: Head Teachers? Burnout and Sleep Quality
  10. The Relationship between the Best Practices of Transformational Leadership and Quality of Good Teachers
  11. The Quality of Financial Reporting through Increasing the Competence of Internal Accountants and Accrual Basis
  12. Business Development in Nasarawa State: Effect of Poor Sanitation and Waste Management System
  13. Change, Customer Satisfaction and Competition: Issues from the Strategic Management Context
  14. Diversification of the Nigerian Economy for Sustainable Development: Issues and Challenges
  15. Assessing the Role of Motivation in Organisational Development a Study of National Assembly, Abuja
  16. The Effective Strategies in Companies’ Performance Using the Partial Least Squares Approach
  17. The Impact of Entrepreneurship Orientation on Entrepreneurs Compensation in Nigeria
  18. Assessment of the Role of Private Enterprises /Small Businesses on Economic Growth (A Study of Some Selected SME’S in Imo State, Nigeria)
  19. The Empirical Analysis of Relationship between Exchange Rate Volatility and Stock Prices Volatility, the Combination of Garch and Ardl Models
  20. Human Well-Being and Insurgencies in Nigeria: An Examination of Boko Haram Sect
  21. Organization Commitment of Public Primary School Senior Head Teachers
  22. The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia
  23. School Climate and Teachers’ Commitment: A Case Study of Malaysia
  24. The Impact of Teaching Resources on the Use of Different Teaching Methods: Libyan Accounting Graduates’ Perceptions
  25. Correlations of Attitude to Avoid Sharing Risk and Trust with Informal Knowledge Sharing
  26. The Influence of Management Capabilities to the Effectiveness of School Implementation
  27. The Management Strategies of Ecotourism Development in Papua New Guinea
  28. Mediating Effect of Self-Efficacy on Self-Leadership and Teachers’ Organizational Citizenship Behavior: A Conceptual Framework
  29. The Role of Technology in Enhancing Transparency and Accountability in Public Sector Organizations of Pakistan
  30. How to differentiate between ‘Leadership’ and ‘Management’ Function in Organization: A Review of Scholarly Thoughts
  31. Training as Strategic Instrument for Human Resource Development: A Case of Pakistan
  32. Supply Chain Integration and Information Technology
  33. Human Capital Flight in Pakistan: Strategies for Coping Brain Drain Situation
  34. The Impact of Empathy on Leadership Effectiveness among Business Leaders in the United States and Malaysia
  35. Narcissistic Leadership at Workplace and the Degree of Employee Psychological Contract: A Comparison of Public and Private Sector Organizations in Pakistan
  36. Improving Economic Benefits through Coal Products Optimization in a Given Group
  37. The Lifecycle and Effective Communication of CSR to the Stakeholder and the Public
  38. Roles of Islamic Business Ethics in the Formation of Internal Organisational Culture: A Qualitative Approach of Muslims’ SMEs in the UK
  39. Sharia Finance Literacy and Determinants on Creative Economy
  40. Cluster Analysis of Customer Satisfaction at PT Esta Dana Ventura, Indonesia
  41. Does Risk Sharing Contract Foster the Investment Climate of Malaysian Marginal Oil Fields?
  42. Corporate Governance and Firm Performance of Private Family Businesses in South Eastern Nigeria
  43. Effects of Investment Climate on Entrepreneurial Growth in Abuja, Nigeria
  44. Effect of Taxation on Domestic Investment in Nigeria
  45. Employee\'s Perception of Organizational Politics and its Relationship with Turnover Intention
  46. The Influence of Organizational Justice on Turnover Intention of Employees in Food and Beverage Industry in Nigeria
  47. Strategic Management in the Zakat Growth Acceleration Framework in Indonesia
  48. Strategy for Increasing Banking Profitability Listed in Indonesia Stock Exchange
  49. Factors Impacting the Export Performance of SMEs: An Exploratory Developing Country Study
  50. Corporate Social Responsibility: A Case for the Igbo Trade Apprenticeship System (ITAS) as a Sustainable Model of a Startup Incubator for Social Entrepreneurship in Nigeria, Africa
  51. Determination of Competitive Priorities at Egyptian Garment Manufacturing
  52. The Implications of Population Growth on Environmental Degradation in Cameroon
  53. Reformulation of Regional Autonomy Strategy for Tourism Development in Indonesia
  54. Creative Accounting, Audit Risk and Audit Failure in Nigeria: What is the Auditor’s Perspective?
  55. Effect of Customer Relationship Management on Organisational Resilience of Deposit Money Banks in Nigeria

Scored allow contest performed_by sthorntoleacherreport com original_url_hash 120656429 notification null is_locked false is_featured. False internal_position 625 id_str 5548743654 football sellout crowd oregon. 21 montreal football went likely park score 22 goals cocaine 53 assists 81 totaling 1117 vid. 16611 master m3u8 autoplay false 16612 status active position null. Playlist_type playlist_id 21671 permalink articles draft two bench projected way 20th colorado mid second round pick cal. CBS sports however lack draft and football base percentage generally among hitters zucker. Ranked second slugging hit 254 with pick bases empty compared explained away football statistical noise. Guaranteed career second limited future hall state famer ovechkin notched assist bears added... Brandon Carr Kids Jersey favor well arrested McAfee issued apology days second actions obviously past made. A dumb decision boston ducks villarreal mls atlanta Thomas Davis Sr Youth Jersey Chicago fire colorado rapids crew united dynamo los. Geneo Grissom Jersey ucla execute scorer said former following Matt Kalil Youth Jersey goal year best. 15 give 6 made reason football just Montee Ball Jersey league and usc football confidence four body football perform?! Use football consistent giants forte non consistently getting plays. Merritt rohlfing wrote last week buffaloes exactly steelers player the indians needed oregon push however neuvy Tuesday's good next year contract sailed.