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


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.


higher education institutions SERVQUAL


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