Service Quality In The School Of Management, USM: Perceptions Of Students In Pursuit Of MBA
| dc.contributor.author | Isahak Merican, Farah Merican | |
| dc.date.accessioned | 2016-05-03T03:35:18Z | |
| dc.date.available | 2016-05-03T03:35:18Z | |
| dc.date.issued | 2007 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/1973 | |
| dc.subject | Management | en_US |
| dc.title | Service Quality In The School Of Management, USM: Perceptions Of Students In Pursuit Of MBA | en_US |
| dc.type | Thesis | en_US |
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