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Educational Service Quality and Customer Satisfaction Index at Public Higher Educational Institutions

Author

Listed:
  • Abdul Raheem bin Mohamad Yusof

    (Senior Lecturer, Sultan Idris Education University, Malaysia)

  • Arsalan Mujahid Ghouri

    (PhD Candidate, Sultan Idris Education University, Malaysia)

Abstract

The first objective of this paper is to investigate the importance, expectation, perception, and satisfaction of students at public higher educational institutions in Malaysia with regard to educational service quality and customer satisfaction. The second objective of this paper is to propose an index for Educational Service Quality and Customer Satisfaction (ESQCSi). 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 modified SERVQUAL instrument was used to gather information specifically for higher education. This instrument used ten sub-dimensions or variables instead of the five variables in the original SERVQUAL. The data was analyzed using the ACSI method. The index for Educational Service Quality (ESQ) was -12.1316 and the index for Customer Satisfaction (CS) was 63.6187. Therefore, the index for ESQCSi was purported to be 51.4871.

Suggested Citation

  • Abdul Raheem bin Mohamad Yusof & Arsalan Mujahid Ghouri, 2012. "Educational Service Quality and Customer Satisfaction Index at Public Higher Educational Institutions," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 3(3), pages 66-73, September.
    • Handle: RePEc:aii:ijcmss:v:3:y:2012:i:3:p:66-73
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    References listed on IDEAS

    as
    1. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
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    Cited by:

    1. Arsalan SHOEBY & Faisal SALEEM & Ambreen RAZZAQ & Naveed R. KHAN, 2012. "Link Of Satisfaction Commitment And Performance On Faculty Members’ Performance At Higher Education Institutions In Pakistan," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 223-232, November.

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