This study investigates the relationship between service quality and customer satisfaction and academic achievement in private institutions of higher learning. Service quality is especially important to the institutions of higher learning in Malaysia as they are gearing themselves to become exporters of premier education services. / The concept of service quality is operationalized by the following variables: Human element of service delivery; Tangibles of service-servicescapes; Core service or service product; Systemization of service delivery: non-human element; Social responsibility. A research framework was developed and twelve hypotheses were posited and tested. Data was collected using the survey method. Survey questionnaires were hand-delivered to the respondents who volunteered to be participants in this study. Respondents were given the information sheets, along with verbal and written instructions. They were to complete the questionnaires and return to a mailbox on the campus. A total of 331 representative samples of the population were obtained from the private institutions of higher learning by using the “Private Institutions of Higher Learning Directory” as a sampling frame, excluding private institutions of higher learning which had ceased their operations. / The data was analysed by using descriptive statistics and inferential analysis. Statistical analyses used were the Pearson correlation and multiple regressions. Descriptive statistics were also employed. The results revealed that each of the service quality variables has a relationship with customer satisfaction and academic achievement. Using multiple regression analysis, the predictor variables indicated that all the five variables could explain 44.9% of variation that occurred in customer satisfaction, whereas, for the relationship between the predictor variables and academic achievement there was a 13.7% of variation explained. Amongst the variables, human element of service delivery, tangibles of service-servicescapes and core service/ service product have significant and positive relationships with customer satisfaction, whereas, core service or service product has a significant relationship with academic achievement. / Therefore, these variables deserve to be monitored and tailored appropriately in order to enhance organizational performance through customer satisfaction and academic performance. In conclusion, this study provides an insight into further understanding of how to enhance organizational performance by implementing excellent service quality management practices and simultaneously gives due emphasis to customer satisfaction and academic achievement. / Thesis (DBA(DoctorateofBusinessAdministration)--University of South Australia, 2005.
| Identifer | oai:union.ndltd.org:ADTP/267300 |
| Creators | Mohtar, Shahimi Bin. |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Rights | copyright under review |
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