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.

Download

[thumbnail of TP_ABDUL RAHEEM MOHAMAD YUSOF BM 08_5 1.pdf] Text
TP_ABDUL RAHEEM MOHAMAD YUSOF BM 08_5 1.pdf

Download (2MB)

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:
Creators
Email
Mohamad Yusof, Abdul Raheem
UNSPECIFIED
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: https://ir.uitm.edu.my/id/eprint/4826

Fulltext

Fulltext is available at:
  • UNSPECIFIED
  • ID Number

    4826

    Indexing


    View in Google Scholar

    Edit Item
    Edit Item