Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin

Higher education has evolved from a public service to a business entity. As other trades in the business world, private higher education institutions need revenue to sustain existence. Revenue can only gained by offering high quality and competitive service. Determinants of quality need to be ide...

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Main Author:	Yaumiddin, Noraini
Format:	Thesis
Language:	English
Published:	2010
Subjects:	Institutions of higher education Graduate education
Online Access:	https://ir.uitm.edu.my/id/eprint/15201/1/TM_NORAINI%20YAUMIDDIN%20ED%2010_5.pdf
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id	my-uitm-ir.15201
record_format	uketd_dc
spelling	my-uitm-ir.152012022-12-15T04:02:12Z Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin 2010 Yaumiddin, Noraini Institutions of higher education Graduate education Higher education has evolved from a public service to a business entity. As other trades in the business world, private higher education institutions need revenue to sustain existence. Revenue can only gained by offering high quality and competitive service. Determinants of quality need to be identified and these determinants then used as criteria to measure the quality of service delivery of a particular institution. This study looks into the service quality of a private university in Selangor from the perspective of the students. The instrument used in this study is HEdPERF which was adapted from SERQUAL. A group of students from Faculty of Education and Language Studies, Universiti Industri Selangor, a private university owned by the state government of Selangor was chosen to participate in this study. In measuring service quality level, students' expectations and perceptions of the university are solicited. The findings revealed that students are generally dissatisfied with the service delivery of the university especially in the aspect of how the university handles feedback for improvement given by the students. Nevertheless, students are relatively satisfied with the service delivery of the academic staff. It is advisable for private higher institutions to pay heed to students' feedback and provide a proper channel for students to do so. The quality measuring procedures should be practiced at a regular basis by private higher institutions to ensure their service level remain excellent which will help these institutions to maintain its survival. 2010 Thesis https://ir.uitm.edu.my/id/eprint/15201/ https://ir.uitm.edu.my/id/eprint/15201/1/TM_NORAINI%20YAUMIDDIN%20ED%2010_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Education
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Institutions of higher education Graduate education
spellingShingle	Institutions of higher education Graduate education Yaumiddin, Noraini Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
description	Higher education has evolved from a public service to a business entity. As other trades in the business world, private higher education institutions need revenue to sustain existence. Revenue can only gained by offering high quality and competitive service. Determinants of quality need to be identified and these determinants then used as criteria to measure the quality of service delivery of a particular institution. This study looks into the service quality of a private university in Selangor from the perspective of the students. The instrument used in this study is HEdPERF which was adapted from SERQUAL. A group of students from Faculty of Education and Language Studies, Universiti Industri Selangor, a private university owned by the state government of Selangor was chosen to participate in this study. In measuring service quality level, students' expectations and perceptions of the university are solicited. The findings revealed that students are generally dissatisfied with the service delivery of the university especially in the aspect of how the university handles feedback for improvement given by the students. Nevertheless, students are relatively satisfied with the service delivery of the academic staff. It is advisable for private higher institutions to pay heed to students' feedback and provide a proper channel for students to do so. The quality measuring procedures should be practiced at a regular basis by private higher institutions to ensure their service level remain excellent which will help these institutions to maintain its survival.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Yaumiddin, Noraini
author_facet	Yaumiddin, Noraini
author_sort	Yaumiddin, Noraini
title	Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
title_short	Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
title_full	Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
title_fullStr	Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
title_full_unstemmed	Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin
title_sort	service quality in private higher education industry: the students' perceptions and expectations / noraini yaumiddin
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Education
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/15201/1/TM_NORAINI%20YAUMIDDIN%20ED%2010_5.pdf
_version_	1783733359393898496

Service quality in private higher education industry: The students' perceptions and expectations / Noraini Yaumiddin

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