Servqual: Service quality assessment from the students expectations and perceptions in comparison with the students academic performance at the Hulu Selangor district secondary schools / Shamsida Mohd Nor and Osman Jusoh

• Main Authors: Mohd Nor, Shamsida, Jusoh, Osman
• Format: Conference or Workshop Item
• Language: English
• Published: 2004
• Subjects: School-based management; Malaysia; Secondary education. High school teaching
• Online Access: http://ir.uitm.edu.my/id/eprint/42681/1/42681.pdf; http://ir.uitm.edu.my/id/eprint/42681/

SERVQUAL stands for Servis Quality which can be quantified from the difference or the gap between perceptions and expectations of customers. Expectations are the reference point customers have coming into service experience; perceptions reflect the service as actually received by the customers. The...