Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof

Mohamad Yusof, Abdul Raheem (2008) Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof. PhD thesis, Universiti Teknologi MARA.

Abstract

This dissertation examines Educational Service Quality and Student Satisfaction at Public Higher Educational Institutions (PHEI5) in Malaysia. In the quest to be a centre of academic excellence, the government of Malaysia is very concern about the quality of higher educational institutions in Malaysia. This study attempts to investigate: the determinants of educational service quality and the importance of the various dimensions of quality; the differences between expected service and perceived service;the level of customer satisfaction; the relationship between educational service quality and customer satisfaction; the implications of the moderating variables; and the Educational Service Quality and Student Satisfaction Index (ESQSSi) for the Malaysian PHEIs. A research framework was developed and thirteen hypotheses were formulated.The study employed a self-administered questionnaire based on a synthesized instrument and was cross-sectional in nature. A total of 517 post-graduate students from four PHEIs participated in this study. Data was collected using a 166-item structured questionnaire and a simple random sampling was employed. ANOVA, regression analysis, the American Customer Satisfaction Index (ACSI) calculation method, and the differencing technique were used to analyze the data.

Metadata

Item Type: Thesis (PhD)
Creators:
CreatorsID Num. / Email
Mohamad Yusof, Abdul RaheemUNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management
L Education > LB Theory and practice of education > Higher Education > Malaysia
L Education > LB Theory and practice of education > Educational evaluation
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Business and Management
Item ID: 4826
Uncontrolled Keywords: Higher educational institutions, educational service quality, customer satisfaction, universities
URI: http://ir.uitm.edu.my/id/eprint/4826

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