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Perceptions of service quality : a study among students in Sabah MARA vocational institute

This study focuses on the relationship between students' satisfaction and their perceived service quality provided. Using empirical data and a conceptual model, the results of this study indicate that students' college experience is positively related to their satisfaction. It is accept...

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Main Author: Mat Salleh Sulaiman,
Format: Thesis
Published: 2006
Subjects:
L Education (General)
Online Access:http://library.oum.edu.my/repository/275/1/mat_salleh.pdf
http://library.oum.edu.my/repository/275/
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id my.oum.275
record_format eprints
spelling my.oum.2752013-07-19T06:09:05Z Perceptions of service quality : a study among students in Sabah MARA vocational institute Mat Salleh Sulaiman, L Education (General) This study focuses on the relationship between students' satisfaction and their perceived service quality provided. Using empirical data and a conceptual model, the results of this study indicate that students' college experience is positively related to their satisfaction. It is accepted that educational institutions have many customers: students, staff, faculty, alumni, donors, and others. Furthermore, the increased turmoil in the higher educational market place may encourage higher educational institutions to utilize a more consumer-oriented philosophy in delivering their services. Since this study specifically investigated the link between consumer-oriented educational institutions and their students' perception, developing satisfied customers is consistent with this principle. One of the implications of this study is that those educational institutions which understand consumer-oriented principles may have a better chance of satisfying the wants and needs of their students more effectively. The additional implications for administrator and management teams are also discussed as well as suggestions for further research are made. (Author's abstract) 2006 Thesis NonPeerReviewed text http://library.oum.edu.my/repository/275/1/mat_salleh.pdf Mat Salleh Sulaiman, (2006) Perceptions of service quality : a study among students in Sabah MARA vocational institute. Masters thesis, Open University Malaysia (OUM). http://library.oum.edu.my/repository/275/
institution Open University Malaysia
building OUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Open University Malaysia
content_source OUM Knowledge Repository
url_provider http://library.oum.edu.my/repository/
topic L Education (General)
spellingShingle L Education (General)
Mat Salleh Sulaiman,
Perceptions of service quality : a study among students in Sabah MARA vocational institute
description This study focuses on the relationship between students' satisfaction and their perceived service quality provided. Using empirical data and a conceptual model, the results of this study indicate that students' college experience is positively related to their satisfaction. It is accepted that educational institutions have many customers: students, staff, faculty, alumni, donors, and others. Furthermore, the increased turmoil in the higher educational market place may encourage higher educational institutions to utilize a more consumer-oriented philosophy in delivering their services. Since this study specifically investigated the link between consumer-oriented educational institutions and their students' perception, developing satisfied customers is consistent with this principle. One of the implications of this study is that those educational institutions which understand consumer-oriented principles may have a better chance of satisfying the wants and needs of their students more effectively. The additional implications for administrator and management teams are also discussed as well as suggestions for further research are made. (Author's abstract)
format Thesis
author Mat Salleh Sulaiman,
author_facet Mat Salleh Sulaiman,
author_sort Mat Salleh Sulaiman,
title Perceptions of service quality : a study among students in Sabah MARA vocational institute
title_short Perceptions of service quality : a study among students in Sabah MARA vocational institute
title_full Perceptions of service quality : a study among students in Sabah MARA vocational institute
title_fullStr Perceptions of service quality : a study among students in Sabah MARA vocational institute
title_full_unstemmed Perceptions of service quality : a study among students in Sabah MARA vocational institute
title_sort perceptions of service quality : a study among students in sabah mara vocational institute
publishDate 2006
url http://library.oum.edu.my/repository/275/1/mat_salleh.pdf
http://library.oum.edu.my/repository/275/
_version_ 1644308931402530816
score 13.211869

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