Publication:
Expectation-perception gap in Private Higher Education Institutions in Malaysia

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dc.citedby3
dc.contributor.authorDaud S.en_US
dc.contributor.authorSapuan N.M.en_US
dc.contributor.authorid13906794000en_US
dc.contributor.authorid49964398700en_US
dc.date.accessioned2023-12-29T07:46:46Z
dc.date.available2023-12-29T07:46:46Z
dc.date.issued2012
dc.description.abstractThe 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. Copyright � 2009 Inderscience Enterprises Ltd.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1504/IJMIE.2012.043999
dc.identifier.epage37
dc.identifier.issue01/02/2023
dc.identifier.scopus2-s2.0-84861371553
dc.identifier.spage22
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84861371553&doi=10.1504%2fIJMIE.2012.043999&partnerID=40&md5=b4a539227d818923b7e2022560f4d335
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/30330
dc.identifier.volume6
dc.pagecount15
dc.sourceScopus
dc.sourcetitleInternational Journal of Management in Education
dc.subjectExpectation-performance analysis
dc.subjectHigher education institutions
dc.subjectService quality
dc.titleExpectation-perception gap in Private Higher Education Institutions in Malaysiaen_US
dc.typeArticleen_US
dspace.entity.typePublication
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