A Comparative Study On Service Quality Between Public And Private Higher Institutions

A Comparative Study On Service Quality Between Public And Private Higher Institutions

This study is about service quality issue by students and the purpose of the study is to examine the students' view, as a 'user' at higher education, about the attributed of quality in higher education and services, which the students are experiencing. It has three main objectives. T...

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Main Author: Ahzam, Othman
Format: Thesis
Language:eng
eng
Published: 2008
Subjects:
LB2300 Higher Education
Online Access:https://etd.uum.edu.my/236/1/Ahzam_bin_Othman.pdf
https://etd.uum.edu.my/236/2/Ahzam_bin_Othman.pdf
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id my-uum-etd.236
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Ahzam, Othman
A Comparative Study On Service Quality Between Public And Private Higher Institutions
description This study is about service quality issue by students and the purpose of the study is to examine the students' view, as a 'user' at higher education, about the attributed of quality in higher education and services, which the students are experiencing. It has three main objectives. The first objective is to study the perception of students at public and private universities in Malaysia about service quality on their institutions. The second objective is to study the expectation of students about service quality at public and private universities provided by their institution, while the third objective is examine the comparison on service quality provided by both public and private higher institutions. This study is based on SERVQUAL models. The study is focus on population at students currently available at UUM and MMU. There are 400 respondent selected as a sample in this study based upon a simple random sampling. From the study the main finding had found is both of university do not achieve service quality standard expected by the students.
format Thesis
qualification_name masters
qualification_level Master's degree
author Ahzam, Othman
author_facet Ahzam, Othman
author_sort Ahzam, Othman
title A Comparative Study On Service Quality Between Public And Private Higher Institutions
title_short A Comparative Study On Service Quality Between Public And Private Higher Institutions
title_full A Comparative Study On Service Quality Between Public And Private Higher Institutions
title_fullStr A Comparative Study On Service Quality Between Public And Private Higher Institutions
title_full_unstemmed A Comparative Study On Service Quality Between Public And Private Higher Institutions
title_sort comparative study on service quality between public and private higher institutions
granting_institution Universiti Utara Malaysia
granting_department College of Business (COB)
publishDate 2008
url https://etd.uum.edu.my/236/1/Ahzam_bin_Othman.pdf
https://etd.uum.edu.my/236/2/Ahzam_bin_Othman.pdf
_version_ 1747826867647283200
spelling my-uum-etd.2362013-07-24T12:06:16Z A Comparative Study On Service Quality Between Public And Private Higher Institutions 2008-11 Ahzam, Othman College of Business (COB) Faculty of Business Management LB2300 Higher Education This study is about service quality issue by students and the purpose of the study is to examine the students' view, as a 'user' at higher education, about the attributed of quality in higher education and services, which the students are experiencing. It has three main objectives. The first objective is to study the perception of students at public and private universities in Malaysia about service quality on their institutions. The second objective is to study the expectation of students about service quality at public and private universities provided by their institution, while the third objective is examine the comparison on service quality provided by both public and private higher institutions. This study is based on SERVQUAL models. The study is focus on population at students currently available at UUM and MMU. There are 400 respondent selected as a sample in this study based upon a simple random sampling. From the study the main finding had found is both of university do not achieve service quality standard expected by the students. 2008-11 Thesis https://etd.uum.edu.my/236/ https://etd.uum.edu.my/236/1/Ahzam_bin_Othman.pdf application/pdf eng validuser https://etd.uum.edu.my/236/2/Ahzam_bin_Othman.pdf application/pdf eng public masters masters Universiti Utara Malaysia A higher education TQM excellence model: HETQMEX Samuel K. Ho and Katrina Wearn Quality Assurance in Education Volume 4. Number 2 . 1996 Agus, A. (2002) TQM as a focus for improving overall service performance and customer satisfaction: an empirical study on a public service sector in Malaysia. 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