Service quality in education: Management students' perspective
According to some scholars, the strategic success of a service organization depends on its ability to consistently meet or exceed customer service expectations. This study thus set out measure the service quality performance of a faculty in a public university. Based on stratified random sampling on...
| Main Authors: | , , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2004
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/2899/1/paper3ahmadjusoh.pdf |
| _version_ | 1825740053080440832 |
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| author | Jusoh, Ahmad Omain, Siti Zaleha Abdul Majid, Norazman Shamsuddin, Ahmad Sharifuddin Md Som, Hishamudin |
| author_facet | Jusoh, Ahmad Omain, Siti Zaleha Abdul Majid, Norazman Shamsuddin, Ahmad Sharifuddin Md Som, Hishamudin |
| author_sort | Jusoh, Ahmad |
| collection | UUM |
| description | According to some scholars, the strategic success of a service organization depends on its ability to consistently meet or exceed customer service expectations. This study thus set out measure the service quality performance of a faculty in a public university. Based on stratified random sampling on 229 students employing a survey instruments that measure six dimensions of quality attributes, the result of the study revealed that the level of service quality in this particular faculty is moderate. Analysis showed that there are significant differences based on the students’ perception of this faculty service quality by year of study and race. However, there are no significant differences based on gender. Implication and limitation of the study are highlighted and further research discussions are suggested. |
| first_indexed | 2024-07-04T05:20:24Z |
| format | Conference or Workshop Item |
| id | uum-2899 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:20:24Z |
| publishDate | 2004 |
| record_format | eprints |
| spelling | uum-28992011-05-19T05:39:08Z https://repo.uum.edu.my/id/eprint/2899/ Service quality in education: Management students' perspective Jusoh, Ahmad Omain, Siti Zaleha Abdul Majid, Norazman Shamsuddin, Ahmad Sharifuddin Md Som, Hishamudin LB2300 Higher Education According to some scholars, the strategic success of a service organization depends on its ability to consistently meet or exceed customer service expectations. This study thus set out measure the service quality performance of a faculty in a public university. Based on stratified random sampling on 229 students employing a survey instruments that measure six dimensions of quality attributes, the result of the study revealed that the level of service quality in this particular faculty is moderate. Analysis showed that there are significant differences based on the students’ perception of this faculty service quality by year of study and race. However, there are no significant differences based on gender. Implication and limitation of the study are highlighted and further research discussions are suggested. 2004 Conference or Workshop Item NonPeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/2899/1/paper3ahmadjusoh.pdf Jusoh, Ahmad and Omain, Siti Zaleha and Abdul Majid, Norazman and Shamsuddin, Ahmad Sharifuddin and Md Som, Hishamudin (2004) Service quality in education: Management students' perspective. In: ASEAN Symposium on Educational Management and Leadership (ASEMAL4), 13 - 15 Disember 2004, Grand Plaza Parkroyal, Penang. (Unpublished) |
| spellingShingle | LB2300 Higher Education Jusoh, Ahmad Omain, Siti Zaleha Abdul Majid, Norazman Shamsuddin, Ahmad Sharifuddin Md Som, Hishamudin Service quality in education: Management students' perspective |
| title | Service quality in education: Management students' perspective |
| title_full | Service quality in education: Management students' perspective |
| title_fullStr | Service quality in education: Management students' perspective |
| title_full_unstemmed | Service quality in education: Management students' perspective |
| title_short | Service quality in education: Management students' perspective |
| title_sort | service quality in education management students perspective |
| topic | LB2300 Higher Education |
| url | https://repo.uum.edu.my/id/eprint/2899/1/paper3ahmadjusoh.pdf |
| work_keys_str_mv | AT jusohahmad servicequalityineducationmanagementstudentsperspective AT omainsitizaleha servicequalityineducationmanagementstudentsperspective AT abdulmajidnorazman servicequalityineducationmanagementstudentsperspective AT shamsuddinahmadsharifuddin servicequalityineducationmanagementstudentsperspective AT mdsomhishamudin servicequalityineducationmanagementstudentsperspective |