QR Code Link : Type : Academic Journal Main Author : Nik Rosnah Wan Abdullah, Nor Azami Rosli, Ravindran Ramasamy Title : Private Higher Education Institutions (PHEIs) in Malaysia – An Assessment of Service Quality and Students’ Satisfaction Varying Form of Title : International Journal of Management, Accounting, Governance and Education 2021, Volume 1, Issue 2 Content Type : still image (rdacontent) Media Type : computer (rdamedia) Carrier Type : online resource (rdacarrier)

Publisher : International Journal of Management, Accounting, Governance and Education Year of Publication : 2021 Summary : In confronting with multiple challenges, higher education institutions need to know how they are doing in order to attract and retain students. This empirical study reports the results of a study university, UNIRAZAK in determining the service quality and students’ satisfaction. Methodology: Employing Parasuraman’s SERVQUAL-scale, the paper attempts to answer the main research question: Is there a relationship between service quality (reliability, assurance, tangibles, empathy and responsiveness) and student’s satisfaction? The paper also takes a close look at their learning experience before and during the pandemic Covid-19. A total of 220 completed questionnaires were collected. Findings: Results show that UNIRAZAK students perceived Empathy to be the best dimension of service quality, and that there was a significant difference in the Tangibles dimension comparing pre and during MCO. Implications: The study implies that preparedness for eventualities had paid off during the pandemic. Although the findings pertain to UNIRAZAK, it should help other Malaysian PHEIs to better understand their current state of its services. Corporate Name : UNIRAZAK Library PDF Guest : Click to view PDF file

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