Service delivery in Higher Education (HE): a comparative study between public and private universities

• Main Authors: Hoque, Kazi Enamul, Razak, Ahmad Zabidi Abdul, Zohora, Mosa Fatema
• Format: Article
• Language: English
• Published: Marsland Press 2013
• Subjects: L Education (General); LB Theory and practice of education
• Online Access: http://eprints.um.edu.my/9790/1/00005891_95057.pdf; http://eprints.um.edu.my/9790/; http://www.lifesciencesite.com/lsj/life1003/018_B01134life1003_108_117.pdf

This study seeks to find out the effectiveness of service delivery between the public and the private HEIs as perceived by the students; investigating the differences in four areas and the relationship between the management and the administration indicators and other three indicators in the admission, facilities and teaching. Descriptive and linear regression analyses were used to analyse the data. Total 400 students from four different universities were the respondents of the study. The findings reveal that private higher education institutions have fared significantly better in all areas except in the academic teaching aspect in comparison to their public counterparts. With regards to admission, the private HEIs have fared better where students highly rate the website effectiveness and the use of social media as offered by these private education institutions, as to be highly informative to them. The public education institutions view facilities as a mere addition, whereas the private education institutions see them as an initial sizeable investment outlay. In the teaching sector of excellence, however, the findings skewed more positively towards public education institutions. This study recommends public universities to be lenient in the areas of admission procedures and infrastructure facilities and private universities to be attentive to ensure quality teaching.