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SERVICE QUALITY IN HIGHER EDUCATION STUDY OF TURKISH STUDENTS IN MALAYSIAN UNIVERSITIES

Journal of Management Info

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Title SERVICE QUALITY IN HIGHER EDUCATION STUDY OF TURKISH STUDENTS IN MALAYSIAN UNIVERSITIES
 
Creator Rasli, Amran Md; Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,
Bhatti, Mansoor Ahmed; Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,
Norhalim, Nadhirah; Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,
Kowang, Tan Owee; Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,
 
Subject Service Quality, Gap Model, Instrument, Perception, Expectation, tangibles, reliability, responsiveness, assurance, and empathy.
 
Description Article attempts to analyze service quality in higher education institutions of Malaysia. Study used Gap Model presented by Parasuraman et al. (1985, 1988) to identify difference between expected quality and perceived quality in higher education institutions of Malaysia. Study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement), these dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed negative service quality gap in higher education institutions of Malaysia from Turkish students perceptive which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.
 
Publisher Readers insight Publisher
 
Contributor —
 
Date 2014-09-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://jmi.readersinsight.net/index.php/jmi/article/view/9
 
Source Journal Of Management Info; Vol 3, No 1 (2014): Volume 3, Issue 1; 1-32
2313-3376
 
Language eng
 
Relation http://jmi.readersinsight.net/index.php/jmi/article/view/9/pdf_5
 
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