The component of perceived service quality in teaching: the six critical factors - a study at Institut Pengurusan Dinamik (IPD) / Didi Reena Matzen

Matzen, Didi Reena (2002) The component of perceived service quality in teaching: the six critical factors - a study at Institut Pengurusan Dinamik (IPD) / Didi Reena Matzen. [Student Project] (Unpublished)

Abstract

Providing quality that meets customers' needs and retains them for a longer period has become an important source of competitive advantage. As customer service continues to increase in importance, the management of Institut Pengurusan Dynamik focusing on the one critical management tool that is visible to all IPD - the technique of measuring customer satisfaction. The serious lack of research with regard to how students evaluate teaching profession, and the difficulties surrounding the measurement of service quality concept formed the basis for this exploratory study. The aim was to clarify the nature of teacher effectiveness and develop a measure for evaluating teacher effectiveness. This study will examined in the light of a of students' perceptions of teaching effectiveness or the service quality in teaching from interview with 176 IPD students. This paper will reviews one such method, and questions not only the ability of the students to make appropriate judgements, but also the validity of considering students within such studies as one homogenous group.

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