• ISSN: 2301-3567
    • Frequency: Quarterly (2013-2014); Monthly (Since 2015)
    • DOI: 10.18178/JOEBM
    • Editor-in-Chief: Prof. Eunjin Hwang
    • Executive Editor: Ms Jessica C. Xiao
    • Abstracting/ Indexing: DOAJ, Engineering & Technology Library,  Electronic Journals Library, Ulrich's Periodicals Directory, MESLibrary, Google Scholar, Crossref, and ProQuest.
    • E-mail: joebm@ejournal.net
JOEBM 2015 Vol.3(11): 1061-1067 ISSN: 2301-3567
DOI: 10.7763/JOEBM.2015.V3.334

Educational Service Quality at Public Higher Educational Institutions: Difference between Perceived Service and Expected Service

Za'faran Hassan and Abdul Raheem bin Mohamad Yusof
Abstract— The objective of this paper is to empirically investigate the difference between perceived service and expected service. This study employs a modified SERVQUAL model to look into educational service quality. The sub-dimensions of Educational Service Quality according to this model are reliability, assurance, empathy, responsiveness, tangibles (program quality and servicescapes), communication, knowledge/ expertise, systems/secondary services, social responsibility and self-development A survey instrument was used to gather information. A differencing technique and t-test was used to analyze the data. The results of the empirical study show that there is a significant difference between perceived service and expected service with regard to all the sub-dimensions. It is interesting to note that even though the score for the difference between perceived service and expected service are negative for all the sub-dimensions, the respondents are satisfied with the services. The findings of this research may help academics and administrators allocate their resources and prioritize their efforts.

Index Terms— Education business, strategic management, educational service quality, analysis of variance (ANOVA).

The authors are with the Faculty Of Business Management, Universiti Teknologi Mara, Malaysia (e-mail: zafaran@salam. uitm.edu.my).

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Cite: Za'faran Hassan and Abdul Raheem bin Mohamad Yusof, " Educational Service Quality at Public Higher Educational Institutions: Difference between Perceived Service and Expected Service," Journal of Economics, Business and Management vol. 3, no. 11, pp. 1061-1067, 2015.

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