SERVQUAL in Malaysian universities: perspectives of international students

Purpose: The purpose of this paper is to assess the service quality perceptions and expectations of international postgraduate students studying in selected Malaysian universities. Design/methodology/approach: A gap analysis based on a modified SERVQUAL instrument was used on 522 international postg...

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Bibliographic Details
Main Authors: Shekarchizadeh, Ahmadreza, Mohd. Rasli, Amran, Huam, Hon Tat
Format: Article
Published: Emerald Group Publishing Limited 2011
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Online Access:http://eprints.utm.my/id/eprint/29004/
http://dx.doi.org/10.1108/14637151111105580
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