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:	https://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf
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id	my-uitm-ir.4826
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spelling	my-uitm-ir.48262016-11-21T15:56:20Z Educational service quality and student satisfaction at public higher educational institutions in Malaysia : an expectation-perception importance analysis / Abdul Raheem Mohamad Yusof 2008 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 https://ir.uitm.edu.my/id/eprint/4826/ https://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf text en public phd doctoral Universiti Teknologi MARA Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
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
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
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
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Business Management
publishDate	2008
url	https://ir.uitm.edu.my/id/eprint/4826/1/TP_ABDUL%20RAHEEM%20MOHAMAD%20YUSOF%20BM%2008_5%201.pdf
_version_	1783733110412673024

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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