Service Quality Provision in Higher Education: Case Study of Asia Pacific University of Technology and Innovation

Managing the service sector in higher education has become a more significant issue, as a lot of competitors are emerging in these sectors. Managing quality in the education needs be separated from other service sectors, if best quality education must be accorded to its customers (students). This work basically involves a study of service quality provision in higher education, which particularly was conducted and carried out at the Asia Pacific University, Malaysia. Students’ perceptions were sampled based on the perceived quality of services attained from this institution with almost reference to the learning instruments and their ability to be competitive in the relevant knowledge obtained in the learning process. Questionnaires were administered to thirty respondents to get the views of students concerning service quality in the higher education. Students turn up rate was high and responses were encouraging. The study gets the views of students and also pin point the relevant areas that need improvements.

[1]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[2]  Norazman Abdul Majid,et al.  Service quality in higher education: management student's perspective , 2004 .

[3]  B. Snoj,et al.  Marketing aspects of service quality. , 2001 .

[4]  S. M. Irfan,et al.  AN EMPIRICAL MODEL OF STUDENT SATISFACTION : CASE OF PAKISTANI PUBLIC SECTOR BUSINESS SCHOOLS , 2012 .

[5]  Jennifer Rowley,et al.  Conducting a Withdrawal Survey , 2001 .

[6]  S. Nimako,et al.  Relative Importance of Student Accommodation Quality in Higher Education , 2013 .

[7]  Frances M. Hill.  Managing service quality in higher education: the role of the student as primary consumer , 1995 .

[8]  Firdaus Abdullah.  Measuring service quality in higher education: three instruments compared , 2006 .

[9]  Jennifer Rowley,et al.  Measuring customer satisfaction in higher education , 1998 .

[10]  Janardhana Gundla Palli,et al.  Students’ Opinions of Service Quality in the Field of Higher Education , 2012 .

[11]  Isabelle Szmigin,et al.  Service quality in higher education: The role of student expectations , 2007 .

[12]  L. Berry,et al.  Emerging perspectives on services marketing , 1983 .

[13]  R. Oliver.  Customer delight: Foundations, findings, and managerial insight☆ , 1997 .

[14]  Dana M. Johnson,et al.  Service quality in higher education , 2009 .

[15]  Michaela Gläser-Zikuda,et al.  Examining student satisfaction with higher education services: using a new measurement tool , 2010 .

[16]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[17]  Subang Jaya,et al.  Service quality, customer satisfaction in technology-based universities , 2011 .

[18]  Ishfaq Ahmed,et al.  Student's Perspective of Service Quality in Higher Learning Institutions; An evidence Based Approach , 2011 .

[19]  Léonie Archambault,et al.  Measuring Service Performance, Student Satisfaction and its Impact on Student Retention in Private, Post-Secondary Institutions , 2008 .

[20]  R. Masson,et al.  The congruence of quality values in higher education , 2005 .

[21]  M. M. Khan,et al.  Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector , 2014 .

[22]  V. Zeithaml.  Service quality, profitability, and the economic worth of customers: What we know and what we need to learn , 2000 .