Service Quality In The School Of Management, USM: Perceptions Of Students In Pursuit Of MBA
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Date
2007
Authors
Isahak Merican, Farah Merican
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Abstract
In many countries and many cultures, the issue of service quality is firmly on the agenda for
higher education institutions. Universities and faculties strive to provide high quality services
because they need to compete for their students. Measuring the quality of their services is
therefore an important task. Furthermore, to be successful, they must focus on their students'
satisfaction. Past researches have pointed ourlhat student satisfaction may be used as an
effective instrument for raising the quality of an educational program. This research highlighted
five dimensions of perceived service quality in higher education namely program quality, life
quality, lecturing faculty quality, academics facilities quality and outcome quality. The
dimensions are then examined to see their relationship with student satisfaction. In addition to
that, the research included student engagement to understand whether this particular variable
moderates the relationship between the dimensions of perceived service quality and student
satisfaction. Research was done on USM MBA students. Results of this study indicated that
perceived program quality and perceived outcome quality of service were the most important in
explaining the overall student satisfaction. The study also confirmed the importance of student
engagement in moderating the relationship between the dimensions of perceived service quality
and students satisfaction.
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Keywords
Management