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Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof

This dissertation examines Educational Service Quality and Student Satisfaction at Public Higher Educational Institutions (PHEI5) in Malaysia. In the quest to be a centre of academic excellence, the government of Malaysia is very concern about the quality of higher educational institutions in Malays...

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Main Author:	Mohamad Yusof, Abdul Raheem
Format:	Thesis
Language:	English
Published:	2008
Subjects:	Management. Industrial Management Malaysia Educational evaluation
Online Access:	http://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf http://ir.uitm.edu.my/id/eprint/4826/
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id	my.uitm.ir.4826
record_format	eprints
spelling	my.uitm.ir.48262016-11-21T15:56:20Z http://ir.uitm.edu.my/id/eprint/4826/ Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof Mohamad Yusof, Abdul Raheem Management. Industrial Management Malaysia Educational evaluation This dissertation examines Educational Service Quality and Student Satisfaction at Public Higher Educational Institutions (PHEI5) in Malaysia. In the quest to be a centre of academic excellence, the government of Malaysia is very concern about the quality of higher educational institutions in Malaysia. This study attempts to investigate: the determinants of educational service quality and the importance of the various dimensions of quality; the differences between expected service and perceived service;the level of customer satisfaction; the relationship between educational service quality and customer satisfaction; the implications of the moderating variables; and the Educational Service Quality and Student Satisfaction Index (ESQSSi) for the Malaysian PHEIs. A research framework was developed and thirteen hypotheses were formulated.The study employed a self-administered questionnaire based on a synthesized instrument and was cross-sectional in nature. A total of 517 post-graduate students from four PHEIs participated in this study. Data was collected using a 166-item structured questionnaire and a simple random sampling was employed. ANOVA, regression analysis, the American Customer Satisfaction Index (ACSI) calculation method, and the differencing technique were used to analyze the data. 2008 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf Mohamad Yusof, Abdul Raheem (2008) Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof. PhD thesis, Universiti Teknologi MARA.
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Management. Industrial Management Malaysia Educational evaluation
spellingShingle	Management. Industrial Management Malaysia Educational evaluation Mohamad Yusof, Abdul Raheem Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
description	This dissertation examines Educational Service Quality and Student Satisfaction at Public Higher Educational Institutions (PHEI5) in Malaysia. In the quest to be a centre of academic excellence, the government of Malaysia is very concern about the quality of higher educational institutions in Malaysia. This study attempts to investigate: the determinants of educational service quality and the importance of the various dimensions of quality; the differences between expected service and perceived service;the level of customer satisfaction; the relationship between educational service quality and customer satisfaction; the implications of the moderating variables; and the Educational Service Quality and Student Satisfaction Index (ESQSSi) for the Malaysian PHEIs. A research framework was developed and thirteen hypotheses were formulated.The study employed a self-administered questionnaire based on a synthesized instrument and was cross-sectional in nature. A total of 517 post-graduate students from four PHEIs participated in this study. Data was collected using a 166-item structured questionnaire and a simple random sampling was employed. ANOVA, regression analysis, the American Customer Satisfaction Index (ACSI) calculation method, and the differencing technique were used to analyze the data.
format	Thesis
author	Mohamad Yusof, Abdul Raheem
author_facet	Mohamad Yusof, Abdul Raheem
author_sort	Mohamad Yusof, Abdul Raheem
title	Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
title_short	Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
title_full	Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
title_fullStr	Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
title_full_unstemmed	Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof
title_sort	educational service quality and student satisfaction at public higher educational institutions in malaysia : an expectation-perception importance analysis / abdul raheem mohamad yusof
publishDate	2008
url	http://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf http://ir.uitm.edu.my/id/eprint/4826/
_version_	1685648216964464640
score	13.211869

Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof

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