Service quality in higher education: Study of Turkish students in Malaysian universities

Main Article Content

Amran Md Rasli
Mansoor Ahmed Bhatti
Nadhirah Norhalim
Tan Owee Kowang

Abstract

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

Article Details

How to Cite
Service quality in higher education: Study of Turkish students in Malaysian universities. (2024). Journal of Management Info, 1(3), 1-9. https://doi.org/10.31580/jmi.v3i1.9
Section
Research Article
Author Biographies

Amran Md Rasli, Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,

Faculty of Mangaement

Mansoor Ahmed Bhatti, Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,

Faculty of Management

Nadhirah Norhalim, Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,

Faculty of Mangement

Tan Owee Kowang, Universiti Teknologi Malaysia, UTM Skudai, 81310 Johor, Malaysia,

Faculty of Mangement

How to Cite

Service quality in higher education: Study of Turkish students in Malaysian universities. (2024). Journal of Management Info, 1(3), 1-9. https://doi.org/10.31580/jmi.v3i1.9

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