Expectation-perception gap in Private Higher Education Institutions in Malaysia

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

The issues of quality in Higher Education Institutions (HEIs) in Malaysia are always under public scrutiny, especially for Private Higher Education Institutions (PHEIs). There is little agreement on how the quality is measured. This study examines students' view in relation to their expectation and perception of service quality that they are experiencing in their HEIs. Another purpose of this study is to assess the gap in students' expectations and perceptions towards the quality of service that they had been accorded to from their respective HEIs using the differencing technique. Data was collected using structured questionnaire from 200 students of Business and Management Faculty of the PHEIs. The results showed that PHEIs should improve their ability to perform the promised service dependably and accurately so that they can gain customers' trust.

Original languageEnglish
Pages (from-to)22-37
Number of pages16
JournalInternational Journal of Management in Education
Volume6
Issue number1-2
DOIs
Publication statusPublished - 28 May 2012

Fingerprint

Malaysia
education
student
Perception gap
Higher education institutions
customer
questionnaire
ability
management
Quality of service

All Science Journal Classification (ASJC) codes

  • Education
  • Business, Management and Accounting(all)

Cite this

@article{22cf9ba79f1140ee965d707ec8f79f05,
title = "Expectation-perception gap in Private Higher Education Institutions in Malaysia",
abstract = "The issues of quality in Higher Education Institutions (HEIs) in Malaysia are always under public scrutiny, especially for Private Higher Education Institutions (PHEIs). There is little agreement on how the quality is measured. This study examines students' view in relation to their expectation and perception of service quality that they are experiencing in their HEIs. Another purpose of this study is to assess the gap in students' expectations and perceptions towards the quality of service that they had been accorded to from their respective HEIs using the differencing technique. Data was collected using structured questionnaire from 200 students of Business and Management Faculty of the PHEIs. The results showed that PHEIs should improve their ability to perform the promised service dependably and accurately so that they can gain customers' trust.",
author = "Salina Daud and Sapuan, {Noraina Mazuin}",
year = "2012",
month = "5",
day = "28",
doi = "10.1504/IJMIE.2012.043999",
language = "English",
volume = "6",
pages = "22--37",
journal = "International Journal of Management in Education",
issn = "1750-385X",
publisher = "Inderscience Publishers",
number = "1-2",

}

TY - JOUR

T1 - Expectation-perception gap in Private Higher Education Institutions in Malaysia

AU - Daud, Salina

AU - Sapuan, Noraina Mazuin

PY - 2012/5/28

Y1 - 2012/5/28

N2 - The issues of quality in Higher Education Institutions (HEIs) in Malaysia are always under public scrutiny, especially for Private Higher Education Institutions (PHEIs). There is little agreement on how the quality is measured. This study examines students' view in relation to their expectation and perception of service quality that they are experiencing in their HEIs. Another purpose of this study is to assess the gap in students' expectations and perceptions towards the quality of service that they had been accorded to from their respective HEIs using the differencing technique. Data was collected using structured questionnaire from 200 students of Business and Management Faculty of the PHEIs. The results showed that PHEIs should improve their ability to perform the promised service dependably and accurately so that they can gain customers' trust.

AB - The issues of quality in Higher Education Institutions (HEIs) in Malaysia are always under public scrutiny, especially for Private Higher Education Institutions (PHEIs). There is little agreement on how the quality is measured. This study examines students' view in relation to their expectation and perception of service quality that they are experiencing in their HEIs. Another purpose of this study is to assess the gap in students' expectations and perceptions towards the quality of service that they had been accorded to from their respective HEIs using the differencing technique. Data was collected using structured questionnaire from 200 students of Business and Management Faculty of the PHEIs. The results showed that PHEIs should improve their ability to perform the promised service dependably and accurately so that they can gain customers' trust.

UR - http://www.scopus.com/inward/record.url?scp=84861371553&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84861371553&partnerID=8YFLogxK

U2 - 10.1504/IJMIE.2012.043999

DO - 10.1504/IJMIE.2012.043999

M3 - Article

VL - 6

SP - 22

EP - 37

JO - International Journal of Management in Education

JF - International Journal of Management in Education

SN - 1750-385X

IS - 1-2

ER -