TITLE

Education Service Delivery and Students' Satisfaction: A Study of Private Colleges in Malaysia

AUTHOR(S)
Husain, Fawad; Hanim, Suhaiza; Fernando, Yudi; Nejati, Mostafa
PUB. DATE
March 2009
SOURCE
Global Business & Management Research;2009, Vol. 1 Issue 1, p64
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
Purpose - This paper seeks to examine the relationship between perceived service deliveries that influence the student satisfaction. Particular attention has been given for education sector because of its increasing importance. For education institutes to provide better service there should be some competitive advantage for students. Design/methodology/approach - The research was conducted among students of Private colleges of Penang, Malaysia. Students were chosen as respondents in order to look at student's satisfaction on the education service delivery from student's point of view or perception. Findings - The findings indicate that physical environment, interaction and support, feedback and assessment, and administration, are strong factors which result in students satisfaction. Practical implications - The paper will be helpful in enabling private colleges and education sector managers and responsibles to identify the key education service quality factors from the students' perspective. Originality/value - The concept of education service delivery and its impacts on students' satisfaction in colleges is a relatively new concept among Malaysian private colleges and there is a lack of previous studies using SERVQUAL or similar methodologies in assessing students' satisfaction based on the education service delivery of private colleges. Therefore, the research findings can be used by private colleges in enhancing the quality of their education service delivery to their students.
ACCESSION #
42988762

 

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