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Journals / Turkish Online Journal of Distance Education / 2019 / Cilt: 20 - Sayı: 1

Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia

Fazelina Sahul HAMID
Nick YIP
Pages
17–34
Publication Date
2019-01-01
DOI
—
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

We find that the students’ overall perception of service quality is lower in all five dimensions of service quality for the private universities.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Assessment of the quality of distance education institutions has become an important issue that needs to be addressed to ensure program survival.
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Key Findings & Data: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.
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Conclusion & Impact:We find that the students’ overall perception of service quality is lower in all five dimensions of service quality for the private universities.
🔬Design:Modeling & Simulation
📍Scope:Comprehensive Sample
⚙️Variables:Service Quality · SERVPERF model · distance education

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.

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Cite This Article

HAMID, F. S., YIP, N. (2019). Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia. Turkish Online Journal of Distance Education, Cilt: 20 - Sayı: 1, 17–34. https://ajindex.com/articles/140050

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