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...

Full description

Bibliographic Details
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/ http://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf

id	uitm-4826
recordtype	eprints
spelling	uitm-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.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
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/ http://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf
first_indexed	2023-09-18T22:46:58Z
last_indexed	2023-09-18T22:46:58Z
_version_	1777417289825517568

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

Similar Items