Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley

In Malaysia, there are more than 27% of local students who enroll in private colleges to further their studies every year. Currently, Malaysia government becomes less compromising with private institutions, especially in their in their service quality even the private institutions have already reali...

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Main Author:	Toh, Liu Hao
Format:	Thesis
Language:	English
Published:	2011
Subjects:	HD28 Management. Industrial Management
Online Access:	http://eprints.intimal.edu.my/573/ http://eprints.intimal.edu.my/573/1/MBA%20-%2032.pdf

id	intimal-573
recordtype	eprints
spelling	intimal-5732016-11-07T05:45:32Z http://eprints.intimal.edu.my/573/ Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley Toh, Liu Hao HD28 Management. Industrial Management In Malaysia, there are more than 27% of local students who enroll in private colleges to further their studies every year. Currently, Malaysia government becomes less compromising with private institutions, especially in their in their service quality even the private institutions have already realize their weaknesses early. Hence, the researcher is performing a research is performing a research on the current students about the service quality providing by their institutions. In this study, questionnaires are used for data collection, questionnaires are distributed to students who studying at four institutions in Klang Valley. Then, the data anaylsis is performed using Pearson correlation, descriptive and Kendall tau-b. The result from the research showed a positive relationship between SERVQUAL dimensions and the five dimensions (Tangibility, Assurance, Reliability, Responsiveness and Empathy) in relation with student satisfaction. Among those dimensions, assurance dimension is higher than responsiveness, empathy, reliability and tangibility. Finally, conclusion, recommendations and personal reflections are provided based on the finding. 2011 Thesis NonPeerReviewed text en http://eprints.intimal.edu.my/573/1/MBA%20-%2032.pdf Toh, Liu Hao (2011) Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley. Masters thesis, INTI International University.
repository_type	Digital Repository
institution_category	Local University
institution	INTI International University
building	INTI Institutional Repository
collection	Online Access
language	English
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management Toh, Liu Hao Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
description	In Malaysia, there are more than 27% of local students who enroll in private colleges to further their studies every year. Currently, Malaysia government becomes less compromising with private institutions, especially in their in their service quality even the private institutions have already realize their weaknesses early. Hence, the researcher is performing a research is performing a research on the current students about the service quality providing by their institutions. In this study, questionnaires are used for data collection, questionnaires are distributed to students who studying at four institutions in Klang Valley. Then, the data anaylsis is performed using Pearson correlation, descriptive and Kendall tau-b. The result from the research showed a positive relationship between SERVQUAL dimensions and the five dimensions (Tangibility, Assurance, Reliability, Responsiveness and Empathy) in relation with student satisfaction. Among those dimensions, assurance dimension is higher than responsiveness, empathy, reliability and tangibility. Finally, conclusion, recommendations and personal reflections are provided based on the finding.
format	Thesis
author	Toh, Liu Hao
author_facet	Toh, Liu Hao
author_sort	Toh, Liu Hao
title	Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
title_short	Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
title_full	Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
title_fullStr	Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
title_full_unstemmed	Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley
title_sort	student’s perception of service quality in education: a study from student responses of leading malaysian private colleeges in the klang valley
publishDate	2011
url	http://eprints.intimal.edu.my/573/ http://eprints.intimal.edu.my/573/1/MBA%20-%2032.pdf
first_indexed	2018-09-05T09:10:03Z
last_indexed	2018-09-05T09:10:03Z
_version_	1610758072452513792

Student’s Perception of Service Quality in Education: A Study from Student responses of leading Malaysian Private Colleeges in the Klang Valley

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