Comparing commitment to service quality among academic staffs’ in private and public Malaysian universities

• Main Authors: Abdullah Hashim, Raemah, Mahmood, Rosli
• Format: Article
• Language: English
• Published: 2011
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/9564/1/25.pdf; http://repo.uum.edu.my/9564/; http://www.jimsjournal.org/25%20Raemah%20Abdullah%20Hashim.pdf

This paper discussed the disparity on the state of commitment to service quality among academic staff in public and private Malaysian Universities. It has been argued that excellent service quality performance is one of the key factors in building niche and having competitive edge that separates one from its competitors nationally and globally.Total usable questionnaires were 387 with a response rate of 36 percent from both private and public universities.The results revealed that commitment to service quality among public universities academic staff at the Malaysian universities were higher than their counterparts in the private universities. This study implies to the policy makers and academic leaders at both university types should consider enhancing service quality as the university mission through ranking service quality as the number one priority through their academic staff commitment.Future study should consider alternative modes of enquires such as employing the longitudinal method of data collection design and a nationwide survey covering samples from the whole population of the higher institutions of learning in Malaysia that would be more significant in making generalizations.