Comparing service quality in public vs private distance education institutions:Evidence based on Malaysia

Hamid, Fazelina Sahul and Yip, Nick (2019) Comparing service quality in public vs private distance education institutions:Evidence based on Malaysia. Turkish Online Journal of Distance Education, 20 (1). pp. 17-34. ISSN 1302-6488

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Abstract

Assessment of the quality of distance education institutions has become an important issue that needs to be addressed to ensure program survival. This study uses SERVPERF model to identify the differences that exists in students' perception of service quality in public and private universities in Malaysia that offer distance education. Our study confirms that this model is valid and reliable. We find that the students' overall perception of service quality is lower in all five dimensions of service quality for the private universities. The dimensions that influence overall service quality are noticeably different for public and private universities. This suggests that private universities need to improve their service provision in order to remain competitive. Managerial implications of the major findings are discussed.

Item Type: Article
Uncontrolled Keywords: distance education,higher learning institutions,service quality,servperf model,education ,/dk/atira/pure/subjectarea/asjc/3300/3304
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Related URLs:
Depositing User: LivePure Connector
Date Deposited: 05 Apr 2019 11:30
Last Modified: 22 Apr 2020 07:39
URI: https://ueaeprints.uea.ac.uk/id/eprint/70491
DOI: 10.17718/tojde.522368

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