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

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...

Full description

Saved in:
Bibliographic Details
Main Author: Yaumiddin, Noraini
Format: Article
Language:English
Published: Universiti Teknologi MARA Cawangan Selangor 2011
Subjects:
Online Access:http://ir.uitm.edu.my/id/eprint/29685/1/AJ_NORAINI%20YAUMIDDIN%20AJUE%20B%2011.pdf
http://ir.uitm.edu.my/id/eprint/29685/
https://education.uitm.edu.my/ajue/wp-content/uploads/2019/05/Service-Quality-in-Malaysian-Higher-Education-Students%E2%80%99-Perceptions-and-Expectations.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary: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.