Service quality in Malaysian higher education: students’ perceptions and expectations / Noraini Yaumiddin.

Yaumiddin, Noraini (2011) Service quality in Malaysian higher education: students’ perceptions and expectations / Noraini Yaumiddin. Asian Journal of University Education, 7 (1). pp. 1-23. ISSN 1823-7797

Abstract

This study examines the perceptions and expectations of undergraduate students concerning the quality of service at a private university in Malaysia. It was found that students were critical of many aspects of service, especially with regard to equipment, facilities and record keeping. Students were, however, relatively positive about the quality and the performance of their lecturers. The area that needed most improvement was the valuation placed by the university on feedback from students. It is suggested that further studies are needed to enable universities to compete in an increasingly competitive market-orientated industry.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Yaumiddin, NorainiUNSPECIFIED
Subjects: L Education > LB Theory and practice of education
L Education > LB Theory and practice of education > Higher Education
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus
Journal or Publication Title: Asian Journal of University Education
Journal: UiTM Journal > Asian Journal of University Education (AJUE)
ISSN: 1823-7797
Volume: 7
Number: 1
Page Range: pp. 1-23
Official URL: https://education.uitm.edu.my/ajue/wp-content/uplo...
Item ID: 29685
Uncontrolled Keywords: service, quality, student perceptions, evaluation, higher education
URI: http://ir.uitm.edu.my/id/eprint/29685

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