Critical factors of service quality in a graduate school of Malaysia

Abstract Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff. Desig...

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Main Authors:	Ahmad, Khaliq, Abd. Manaf, Noor Hazilah, Ahmad, Selim
Format:	Article
Language:	English
Published:	Emerald 2013
Subjects:	HF5735 Business records management
Online Access:	http://irep.iium.edu.my/34724/ http://irep.iium.edu.my/34724/ http://irep.iium.edu.my/34724/1/IJQSS.pdf

id	iium-34724
recordtype	eprints
spelling	iium-347242017-08-01T08:11:57Z http://irep.iium.edu.my/34724/ Critical factors of service quality in a graduate school of Malaysia Ahmad, Khaliq Abd. Manaf, Noor Hazilah Ahmad, Selim HF5735 Business records management Abstract Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff. Design/methodology/approach – This study surveyed 221 students of IIUM Graduate School of Management (GSM) based on the self-administrative research questionnaire. The research data were analyzed by using exploratory factor analysis, reliability analysis, independent samples t-test, and multiple regression analysis. Findings – Results indicate IIUM GSM students have positive and significant perception on administrative service, tangibles, delivery teaching and assurance, but they do not have significant perception on academic programmes, academic staff and empathy of academic staff. Research limitations/implications – This research only conducted in a graduate school of Malaysia and this result might not represent all Malaysian graduate schools. Originality/value – This study’s major contribution is that it focuses on the critical factors of service quality in a graduate school of Malaysia and measures the service quality according to the Malaysian contexts. Keywords: Service quality, Education management, Student satisfaction Emerald 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/34724/1/IJQSS.pdf Ahmad, Khaliq and Abd. Manaf, Noor Hazilah and Ahmad, Selim (2013) Critical factors of service quality in a graduate school of Malaysia. International Journal of Quality and Service Sciences , 5 (4). pp. 415-431. ISSN 1756-669X http://www.emeraldinsight.com/journals.htm?issn=1756-669X
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5735 Business records management
spellingShingle	HF5735 Business records management Ahmad, Khaliq Abd. Manaf, Noor Hazilah Ahmad, Selim Critical factors of service quality in a graduate school of Malaysia
description	Abstract Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff. Design/methodology/approach – This study surveyed 221 students of IIUM Graduate School of Management (GSM) based on the self-administrative research questionnaire. The research data were analyzed by using exploratory factor analysis, reliability analysis, independent samples t-test, and multiple regression analysis. Findings – Results indicate IIUM GSM students have positive and significant perception on administrative service, tangibles, delivery teaching and assurance, but they do not have significant perception on academic programmes, academic staff and empathy of academic staff. Research limitations/implications – This research only conducted in a graduate school of Malaysia and this result might not represent all Malaysian graduate schools. Originality/value – This study’s major contribution is that it focuses on the critical factors of service quality in a graduate school of Malaysia and measures the service quality according to the Malaysian contexts. Keywords: Service quality, Education management, Student satisfaction
format	Article
author	Ahmad, Khaliq Abd. Manaf, Noor Hazilah Ahmad, Selim
author_facet	Ahmad, Khaliq Abd. Manaf, Noor Hazilah Ahmad, Selim
author_sort	Ahmad, Khaliq
title	Critical factors of service quality in a graduate school of Malaysia
title_short	Critical factors of service quality in a graduate school of Malaysia
title_full	Critical factors of service quality in a graduate school of Malaysia
title_fullStr	Critical factors of service quality in a graduate school of Malaysia
title_full_unstemmed	Critical factors of service quality in a graduate school of Malaysia
title_sort	critical factors of service quality in a graduate school of malaysia
publisher	Emerald
publishDate	2013
url	http://irep.iium.edu.my/34724/ http://irep.iium.edu.my/34724/ http://irep.iium.edu.my/34724/1/IJQSS.pdf
first_indexed	2023-09-18T20:49:58Z
last_indexed	2023-09-18T20:49:58Z
_version_	1777409928219066368

Critical factors of service quality in a graduate school of Malaysia

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