Exploring the dimensions of service quality in higher education research

Ramaiyah, A.; Md. Zain, A.N.; Ahmad, H. (2007) Exploring the dimensions of service quality in higher education research. In: Regional conference on quality in higher education “Quality driven initiatives: sharing good practices in higher education”. (Unpublished)

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    The dimension of service quality is still debated among the academic researchers. The purpose of this study is to examine the different dimensions used and applied in the process of evaluating the service quality under in the higher education sector. Eight different dimensions of service quality were examined to identify the similarities and the differences. The outcome of the findings indicates that each set of dimensions developed are relevant according to different expectations of customers. This study is expected to pave way for researchers who are interested to conduct further studies on the implications of service quality in Malaysian higher education environment.

    Item Type: Conference or Workshop Item (Paper)
    1. Ramaiyah, A.
    2. Md. Zain, A.N.
    3. Ahmad, H.
    Subjects: L Education > LB Theory and practice of education
    Divisions: UNSPECIFIED
    Depositing User: Madam Nurul Azuma Hj Makmor
    Date Deposited: 24 Feb 2011 16:04
    Last Modified: 11 Nov 2013 10:25
    URI: http://eprints.um.edu.my/id/eprint/16

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