頁籤選單縮合
題 名 | Service Quality in Malaysian Higher Education |
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作 者 | Ansary, Amin; Jayashree, Sreenivasan; | 書刊名 | Academy of Taiwan Business Management Review |
卷 期 | 10:3 2014.12[民103.12] |
頁 次 | 頁137-146 |
分類號 | 525.09386 |
關鍵詞 | Service quality; Higher education; SERVQUAL; Satisfaction; |
語 文 | 英文(English) |
英文摘要 | On the one hand, the level of students’ satisfaction is important for institutions. In fact, they are willing to reduce students’ dissatisfaction and increase satisfaction in order to capture more students.On the other hand, service organizations including tertiary institutions in Malaysia undergo an intense competition. Therefore, they should strive to find ways to compete against their competitors in order to survive in today’s competitive market place. One method is that all institutions should pay attention to their students and improve the service quality rendered to the students. Thus, the institutions should know the gap between what the students want and what they are offered. Accordingly, they may improve the quality of the services rendered in the light of students’ satisfaction. This research measures service quality in private universities in Malaysia using the SERVQUAL instrument.Service quality based on the SERVQUAL model includes five dimensions which are tangibles, reliability, responsiveness, assurance, and empathy. The researchers used quantitative data collection method using a SERVQUAL model-based questionnaire. The usable questionnaires amounted to 185,and following data analysis the researchers established that the students are satisfied with none of the service quality dimensions delivered by the universities. However, the researchers recognized that students are more satisfied with assurance and less satisfied with empathy dimensions. |
本系統中英文摘要資訊取自各篇刊載內容。