Perceptions of service quality : a study among students in Sabah MARA vocational institute

Mat Salleh Sulaiman, (2006) Perceptions of service quality : a study among students in Sabah MARA vocational institute. Masters thesis, Open University Malaysia (OUM).

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This study focuses on the relationship between students' satisfaction and their perceived service quality provided. Using empirical data and a conceptual model, the results of this study indicate that students' college experience is positively related to their satisfaction. It is accepted that educational institutions have many customers: students, staff, faculty, alumni, donors, and others. Furthermore, the increased turmoil in the higher educational market place may encourage higher educational institutions to utilize a more consumer-oriented philosophy in delivering their services. Since this study specifically investigated the link between consumer-oriented educational institutions and their students' perception, developing satisfied customers is consistent with this principle. One of the implications of this study is that those educational institutions which understand consumer-oriented principles may have a better chance of satisfying the wants and needs of their students more effectively. The additional implications for administrator and management teams are also discussed as well as suggestions for further research are made. (Author's abstract)

Item Type: Thesis (Masters)
Uncontrolled Keywords: Students' satisfaction ; Service quality ;
Subjects: L Education > L Education (General)
Depositing User: Shahril Effendi Ibrahim
Date Deposited: 14 Oct 2009 06:56
Last Modified: 19 Jul 2013 06:09

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