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Malaysian Private Education Quality: Application of SERVQUAL Model

Intense competition among existing private education providers and the Malaysian government’s relaxation of regulations for allowing international universities to open off shore campuses in Malaysia, have forced companies in the education industry to develop strategies which can help them to make...

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Main Authors: Vaz, Anthony, Mansori, Shaheen
Format: Article
Language:English
Published: Canadian Center of Science and Education 2013
Subjects:
LB2300 Higher Education
Online Access:http://eprints.intimal.edu.my/74/1/Malaysian%20Private%20Education%20QualityApplication%20of%20SERVQUAL%20Model.pdf
http://eprints.intimal.edu.my/74/
http://www.ccsenet.org/journal/index.php/ies/issue/view/771
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id my-inti-eprints.74
record_format eprints
spelling my-inti-eprints.742016-10-06T08:07:09Z http://eprints.intimal.edu.my/74/ Malaysian Private Education Quality: Application of SERVQUAL Model Vaz, Anthony Mansori, Shaheen LB2300 Higher Education Intense competition among existing private education providers and the Malaysian government’s relaxation of regulations for allowing international universities to open off shore campuses in Malaysia, have forced companies in the education industry to develop strategies which can help them to make their existing students satisfied and keep them loyal to the brand. This paper, studied the impact of five factors of service quality (responsiveness, reliability, empathy, assurance, tangibility) on students’ satisfaction at private universities and colleges. For this purpose 431 questionnaires were collected from different private education providers in Malaysia. The results indicated that tangibility has an influence on satisfaction followed by empathy; responsiveness and assurance have a direct and positive effect on students’ satisfaction. However, reliability has not shown any impact of students’ satisfaction. Canadian Center of Science and Education 2013 Article PeerReviewed text en http://eprints.intimal.edu.my/74/1/Malaysian%20Private%20Education%20QualityApplication%20of%20SERVQUAL%20Model.pdf Vaz, Anthony and Mansori, Shaheen (2013) Malaysian Private Education Quality: Application of SERVQUAL Model. International Education Studies, 6 (4). pp. 164-170. ISSN 1913-9039 http://www.ccsenet.org/journal/index.php/ies/issue/view/771 10.5539/ies.v6n4p164
institution INTI International University
building INTI Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider INTI International University
content_source INTI Institutional Repository
url_provider http://eprints.intimal.edu.my
language English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Vaz, Anthony
Mansori, Shaheen
Malaysian Private Education Quality: Application of SERVQUAL Model
description Intense competition among existing private education providers and the Malaysian government’s relaxation of regulations for allowing international universities to open off shore campuses in Malaysia, have forced companies in the education industry to develop strategies which can help them to make their existing students satisfied and keep them loyal to the brand. This paper, studied the impact of five factors of service quality (responsiveness, reliability, empathy, assurance, tangibility) on students’ satisfaction at private universities and colleges. For this purpose 431 questionnaires were collected from different private education providers in Malaysia. The results indicated that tangibility has an influence on satisfaction followed by empathy; responsiveness and assurance have a direct and positive effect on students’ satisfaction. However, reliability has not shown any impact of students’ satisfaction.
format Article
author Vaz, Anthony
Mansori, Shaheen
author_facet Vaz, Anthony
Mansori, Shaheen
author_sort Vaz, Anthony
title Malaysian Private Education Quality: Application of SERVQUAL Model
title_short Malaysian Private Education Quality: Application of SERVQUAL Model
title_full Malaysian Private Education Quality: Application of SERVQUAL Model
title_fullStr Malaysian Private Education Quality: Application of SERVQUAL Model
title_full_unstemmed Malaysian Private Education Quality: Application of SERVQUAL Model
title_sort malaysian private education quality: application of servqual model
publisher Canadian Center of Science and Education
publishDate 2013
url http://eprints.intimal.edu.my/74/1/Malaysian%20Private%20Education%20QualityApplication%20of%20SERVQUAL%20Model.pdf
http://eprints.intimal.edu.my/74/
http://www.ccsenet.org/journal/index.php/ies/issue/view/771
_version_ 1644541115693531136
score 13.211869

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