— 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.
— 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).
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.