SERVICE QUALITY IN HIGHER EDUCATION: MANAGEMENT STUDENTS' PERSPECTIVE

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VOT 71982
SERVICE QUALITY IN HIGHER EDUCATION:
MANAGEMENT STUDENTS’ PERSPECTIVE
AHMAD JUSOH
SITI ZALEHA OMAIN
NORAZMAN ABDUL MAJID
HISHAMUDIN MD SOM
AHMAD SHARIFUDDIN SHAMSUDDIN
RESERCAH MANAGEMENT CENTRE
UNIVERSITY OF TECHNOLOGY MALAYSIA
2004
VOT 71982

SERVICE QUALITY IN HIGHER EDUCATION:
MANAGEMENT STUDENTS’ PERSPECTIVE
AHMAD JUSOH
SITI ZALEHA OMAIN
NORAZMAN ABDUL MAJID
HISHAMUDIN MD SOM
AHMAD SHARIFUDDIN SHAMSUDDIN
RESEARCH VOT NO:
71982
MANAGEMENT DEPARTMENT
FACULTY OF MANAGEMENT AND HUMAN RESOURCE
DEVELOPMENT
UNIVERSITY OF TECHNOLOGY MALAYSIA
2004

ACKNOWLEDGEMENT
We would start by praising Allah for giving us strength and well-being in
completing this study.
We would like to express our deepest gratitude to the Research Management
Centre (RMC) headed by Professor Dr. Ariffin Samsuri and its committee for the
approval of the short-term grant for this project. We would also like to thank the
research committee of the Fakulti Pengurusan dan Pembangunan Sumber Manusia
headed by Dr. Wan Khairuzzaman Wan Ismail for their support, encouragement and
guidance.
Special thanks also go to all undergraduate of the faculty who were involved
in this project for their cooperation in responding the questionnaire and sharing
information.
We also would like to acknowledge and appreciated our friends and families
for their continuous support and encouragement throughout this project.

SERVICE QUALITY IN HIGHER EDUCATION:
MANAGEMENT STUDENTS’ PERSPECTIVE
ABSTRACT
According to some scholars, the strategic success of a service organization depends
on its ability to consistently meet or exceed customer service expectations. This study
thus set out measure the service quality performance of a faculty in a public
university. Based on stratified random sampling on 229 students employing a survey
instruments that measure six dimensions of quality attributes, the result of the study
revealed that the level of service quality in this particular faculty is moderate.
Analysis showed that there are significant differences based on the students’
perception of this faculty service quality by year of study and race. However, there are
no significant differences based on courses and gender. Further, no significant
relationship was found between students’ academic performance and evaluation of
survice quality. Implication and limitation of the study are highlighted and further
research discussions are suggested.
Key researchers
Ahmad Jusoh (Leader)
Siti Zaleha Omain
Norazman Abdul Majid
Hishamudin Md Som
Ahmad Sharifuddin Shamsuddin

CONTENTS
Page
TITLE i
ACKNOWLEDGEMENT ii
ABSTRACT iii
CONTENTS iv
LIST OF TABLES vii
LIST OF FIGURES viii
LIST OF ABBREVIATIONS ix
LIST OF APPENDIXES
x
CHAPTER 1 INTRODUCTION
1.1 Introduction 1
1.2 Problem statement 2
1.3 Objectives of the study 3
1.4 Scope of the study 3
1.5 Important of the study 3
CHAPTER 2 LITERATURE REVIEW
2.1 Introduction 4
2.2 Definition of quality 5
2.3 Dimensions of quality 6
2.3.1 Products’ quality dimensions 7
2.3.2 Software quality dimensions 8
2.3.3 Service quality dimensions 9
2.4 Approach in measuring quality 11
2.4.1 SERVQUAL 11
2.4.2 SERVPERF 13
2.5 Factors influence the evaluation of service
quality
13
2.5.1 Seniority factor 13
2.5.2 Courses factor 14
2.5.3 Cultural factor 14

2.5.4 Gender factor 15
2.6 Theoretical framework 16
CHAPTER 3 METHODOLOGY
3.1 Introduction 18
3.2 Sources of data 18
3.3 Survey Design 18
3.4 Sampling 20
3.4.1 Sample size 21
3.4.2 Sampling method 21
3.5 Scale and measurement 22
3.6 Data analysis method 22
CHAPTER 4 RESULTS
4.1 Introduction 23
4.2 Demographic and profile of the respondents 23
4.3 Normality 24
4.4 Finding on overall of service quality in
education and its reliability.
31
4.5 Finding on the hypothesis testing 31
4.5.1 Hypothesis 1 31
4.5.2 Hypothesis 2 34
4.5.3 Hypothesis 3 35
4.5.4 Hypothesis 4 37
4.5.5 Hypothesis 5 38
CHAPTER 5 DISCUSSION
5.1 Introduction 39
5.2 Discussion 1: Does the student’s evaluation
of service quality differ by the year of
study?
39
5.3 Discussion 2: Does the student’s evaluation
of service quality differ by the field of
39

study?
5.4 Discussion 3: Does the student’s evaluation
of service quality differ by race or cultural?
40
5.5 Discussion 4: Does the student’s evaluation
of service quality differ by gender?
40
5.6 Discussion 5: Is there any relationship
between CPA and service quality evaluation
41
5.7 Conclusions and implications 41
5.8 Limitations and suggestions for future
research.
42
References 43
Appendixes

LIST OF TABLES
No. Titles Pages
3.1
3.2
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
Reliability result (pilot test)
Stratified sample allocation
Sample profile
Measure of central tendency and dispersion
The mean score and reliability
The result of a one-way analysis of variance for hypothesis 1
The Post Hoc Comparisons for hypothesis 1
The result of a one-way analysis of variance for hypothesis 2
The result of a one-way analysis of variance for hypothesis 3
The Post Hoc Comparisons for hypothesis 3
The result of t-test for hypothesis 4
Pearson Chi-Square for cross tabulation of CPA and Service
Quality in Education
20
21
24
24
31
32
33
34
35
36
37
38

LIST OF FIGURES
No. Title Pages
2.1 Model for Service Quality in Higher Education (SQHE) 17
4.1 Sampling distribution for Tangible dimension 25
4.2 Sampling distribution for Competence dimension 26
4.3 Sampling distribution for Attitude dimension 27
4.4 Sampling distribution for Content dimension 28
4.5 Sampling distribution for Delivery dimension 29
4.6 Sampling distribution for Reliability dimension 30

LIST OF ABBREVIATIONS
ANOVA
CPA
EDA
FAAD
FBAE
FE
FPPSM
ISO
MBA
QA
QMS ISO 9001: 2000
SERPERF
SERVQUAL
SHD/SHT
SHF/SHG
SHR/SHP
SPACE
UTM
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Analysis of Variance
Cumulative Point Average
Exploratory Data Analysis
Faculty of Arts, Architecture and Design
Faculty of Business and Economic
Faculty of Engineering
Faculty of Management and Human Resource
Development
International Organization for Standardization
Master of Business Administration
Quality Assurance
Quality Management System Requirements
Service Performance
Service Quality
Management (Technology) course
Management (Marketing ) course
Human Resource Development course
School of Professional and Continuous Education
University of Technology Malaysia

LIST OF APPENDIXES
Appendix 1 - Sample size
Appendix 2 - Questionnaire

CHAPTER 1
INTRODUCTION
1.1 Introduction
The university and the faculty are committed towards becoming a world class
university by the year 2010. The major concerns and attribute that cannot be
compromised is the issue of quality. Based on the faculty philosophy, vision and
mission, it is clear that the faculty is consistently positive towards the quality
education and appeared to be very dynamic in the quality approach and its technique.
It can be seen in the QMS ISO 9001:2000 certification and the effort put by all the
staffs in fulfilling and committing to the requirements of the QA imposed by the
Ministry of Education.
One of the major components highlighted in both standards (ISO & QA) are
meeting customer requirements and satisfactions. According to Berry and
Parasuraman (1992), they argue that the strategic success of a service organization
depends on the ability of service providers to enhance their images by consistently
meeting or exceeding customers’ service expectation. These components must be
measured regularly to response to the changes of the environments where the
expectation of the stakeholder is becoming higher. The outcomes of the measurement
are very useful for the faculty administrators as well as the academic staffs to provide
plans and solutions for the continuous improvement so that the service and the
program offered by the faculty are significant to the students.
It is vital to consistently measure the performance of service quality from
student perspective because they were directly involved in the education process.
They can be seen and act as a consumer or customer and also as a product of the
education institution. Students’ views on all aspects of their higher education
experiences are essential to monitor the quality of education. The data and
information gained will help the service provider and the stakeholder to make
judgements about level of quality in particular universities (Hill, Lomas and
MacGregor, 2003).
The development of the dimensions in service quality is keep on expanding
because the nature of the higher learning institution it self is dynamic and unique. One
of the methods to construct the dimension of quality in education is by analytically

and critically reviews the dimensions of product, software and general services. Apart
from that the modification for adaptation must be made to tailor it to the education
line. Furthermore, the construct or the dimension of quality conceptualized in the
service literature focus on perceived quality. Conceptually, perceived quality is
defined as the consumer’s judgement about an overall entity of excellence or
superiority (Zeithaml. 1987). It is a form of overall evaluation. The definition offered
by Gordon and Partigon (1993) characterized the general approach to education
quality: “The success with which an institution provides educational environments
which enable students effectively to achieve worthwhile learning goals including
appropriate academic standards”.
By looking at the overall perspectives, we have conducted a survey for
undergraduate management student of all years, across three courses. The first chapter
provides the introduction and background of the research. The second chapter
discusses the relevant service quality literature. The third chapter elaborates the
methodology used in the study. The results are presented in the chapter four and
finally the fifth chapter drawn conclusions and suggestions to be considered by the
faculty. The suggestions made were purposely to help the faculty to continuously
improve the quality of education as required by the QA and ISO standard.
1.2 Problem statement.
The faculty is seriously committed in fulfilling the requirement of the Quality
Assurance Standard regulated by the Ministry of Higher Education of Malaysia. One
important aspect that must be seen and proven is the effort and commitment of the
faculty to review regularly the quality of education and services given to the students.
For a quite long time there is no special study focusing on the quality of education
taking into overall evaluations particularly from students’ perspective. It is high time
to know the current status and level of service quality in education. The questions
about the performance of service quality must be answered. Therefore this study is
attempted in answering the following questions:
(a) What is the level of service quality in education? Is it poor, moderate
or high level?
(b) Are there any differences of the student perception on the service
quality based on their demographic factors and academic profiles?
(c) Which area(s) or dimension (s) that potentially can be improved?

1.3 Objectives of the study
The objectives of the study are:
(a) To measure service quality in education.
(b) To identify differences of the student perception on the service quality
based on their demographic factors and academic profiles.
(c) To recommend which area(s) that needs for improvement.
1.4 Scope of the study
The area of the study is service quality in higher education. It’s focused on the
dimensions of service quality from student perspectives, particularly in the faculty
context. It does not focus on the university context as a whole as this will require
broader evaluations which some of the elements is out of the faculty control i.e.
facilities like bus stop, sports and recreation, etceteras.
The study was conducted at Faculty of Management and Human Resource
Development (FPPSM), University of Technology Malaysia (UTM). The populations
of this study were all of the undergraduate (full time) students at FPPSM during
2003/2004 academic session.
1.5 Importance of the study.
The outcome of the study is useful for the management and staffs of the faculty to
continuously improve the service quality of education as imposed and required by the
ISO and QA standards. The results of the improvement effort finally will benefit the
students as well. In the long run, this study is a part of periodically and continuously
evaluations and reviews series.

CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
This chapter discussed the literature on the quality management background,
definition of quality, the dimensions and the approach in measuring quality and the
factors that influence the evaluation of service quality in education. It is vital to
review all the relevant literatures in order to understand the whole concept of quality
management, its tools and application in various sectors. It founded a strong basis for
the development of the research framework and instrument.
The historic development of total quality or quality management was
originally developed in the manufacturing sector. In the early part of the last century,
this development was led by the USA (Lagrosen, Roxana and Leitner, 2004).
However, the World War II had an impact on quality management in the USA. In
general, the effect was negative for the USA and positive for Japan. At those times
U.S. companies focused more on meeting delivery date whereas Japanese Companies
get serious on establishing ways to produce quality product (Goetsch and Davis,
2003).
The development of quality management in the public and service sector still
considered new compared with manufacturing sector. It just started in 1990s (Vinzant
and vinzant, 1996). In recent years, numerous studies have shown several examples of
the successful use of systematic quality management in several public services
(Lagrosen, 1999, 2000). However in the area of higher education, the adoption of
quality control concept and practice can not be implemented directly because of the
nature of the business in education and educational process it self. The culture of the
universities which hold the exercise of academic freedom and individual autonomy
are difficult to combine with the teamwork culture which is pertinent in quality
management approach (Boaden and Dale, 1992; Colling and Harvey, 1995;
Srikanthan and Dalrymple, 2003).
In order to define quality in the right perspective, it is vital to study the
meaning of quality in the situation that is under study (Lagrosen et.al., 2004). In
complement to that, we must have strong basis and understanding on the development
and sources of quality thought in other disciplines too because it will help us to

conceptualized the issue holistically, to compare the dimension of quality that have
been developed in manufacturing and service sector and to do some adaptation
accordingly. According to Lagrosen et.al. (2004), there are vast field of general
research in quality management in the service sector. The applicability of the research
in services to higher education sector remains to be analysed. In the area of higher
education the concepts of what constitutes quality is still developing and keep on
emerging because the education environment is dynamic. A study that can examine
what dimensions constitute quality in higher education is important to provide
practical basis for quality management system and having the right tool for quality
assessment.
2.2 Definition of quality
Quality can be defined in many ways. It is in the eye of the customers. It can be seen
and can be measured. The quality’s gurus, experts and researchers have given various
definitions on quality in particular areas i.e manufacturing of products and services.
Garvin (1984) has classified the definition of quality into five major groups. Those
were transcendent, product-based, user-based, manufacturing-based, or value-based.
Transcendent means something that is intuitively understood but nearly impossible to
communicate such as beauty or love. These definitions are subjective and related to
concept. Product-based means the quality in the components and attributes of a
product. It can be measured and have objective attributes. User-based means the
customer satisfaction on the product. Manufacturing-based means the product
conformations to design specification or conformance to requirement. Value-based
means the good value for the price of the product. Others defined quality as fitness for
use (Juran and Gryna, 1988), conformance to requirement (Crosby, 1979),
conformance to specification (Gilmore. 1974), meeting and/or exceeding customers’
expectation (Parasuraman , Zeithaml and Berry, 1985), performance over expectation
(Besterfield, 1999), zero defect (Crosby, 1979), products’ or services’ ability to
perform to its intended function without harmful effect (Taguchi, 1986).
Although there is no universally accepted definition of quality and seems to be
no consensus definition even though most of these definitions are correlated, but there
have similarity and common elements on its definition. According to Geotsch and
Davis (2003), with these common elements extracted, quality can be defined as:

“a dynamic state associated with products, services, people, processes, and
environments that meets or exceeds customer expectation”.
In the area of education, Cheng (1995) defined education as follows:
“Education quality is the character of the set of elements in the input, process, and
output of the education system that provides services that completely satisfy both
internal and external strategic constituencies by meeting their explicit and implicit
expectations”.
In addition, Harvey and Green (1993) proposed five ways of thinking about quality in
education. First, quality is regarded in term of excellence. Second, quality is
perfection or consistency. Third, quality is fitness for purpose. Forth, quality is value
for money and finally, quality is transformation processes that have value-added
activities.
2.3 Dimensions of Quality
Quality dimensions has been classified into few groups by previous researchers such
as Gronroos (1990) ; Lehtinen and Lehtinen (1991) ; Ghobadian et al. (1994).
According to Gronroos (1990), there are three groups of quality dimensions, which
are technical quality, functional quality and corporate image. This classification also
supported by Lehtinen and Lehtinen (1990) that proposed the similar quality
dimensions which are physical quality, interactive quality and corporate quality. From
these classifications, technical quality is those that can objectively be measured
regardless of customer’s opinion. Functional quality is related to the interaction
between the provider and the recipient of the service. The combination of technical
and functional quality dimensions has resulted the corporate image dimensions, which
concerned to the overall picture of an organization perceived by the customer such as
price and reputation of the company. Ghobadian et al. (1994) indicated the
categorization of quality dimensions is different from those that proposed by recent
researchers. According to Ghobadian et al. in their study, they proposed “outcome”
and “process” as the dimensions of the quality. They have differentiated between
those dimensions, which are associated with the quality of the outcome of the service,
and those that relate to internal processes within the organization. The importance of
the process dimensions from the customer’s viewpoint depends on the extent to which
they participate in the process Ghobadian et al. (1994).

The dimensions of quality in higher education can be focused on three
categories, which are product, software and service.
2.3.1 Products’ quality dimensions
According to Garvin (1987), there are eight dimensions, which can define both
product and service quality, although they seem to be more product-oriented. The
dimensions that proposed by Garvin are as follows :
1) Performance
2) Features
3) Reliability
4) Conformance
5) Durability
6) Serviceability
7) Aesthetic
8) Perceived quality.
Performance can be define as a primary knowledge or skills that are required
for graduate, while features are concerned to those characteristics that supplement the
basic performance functions such as offering courses in computer programming for
the meaning in higher education.
The other dimension that proposed by Garvin is reliability. It means the
probability of the product working fault-free within a specified time period, appears to
be more relevant to goods than services. But, in the higher education view, reliability
can define as the degree to which the knowledge, information and skills learned are
correct, accurate and up to date.
Besides, conformance refers to the extent to which a product meets established
standards or specifications (Garvin, 1987). In the higher education, conformance can
define as the degree to which the institution can approved their promises to the client
based on their educational standards.
Durability means the measurement of product life in the general context. But,
in the higher education context, it may mean the degree to which knowledge learned
by the students. Besides, serviceability can defined as a service for repairing the
products. But, in the area of higher education, it refers to how well the institution can
handle the complaints from students, staff or from outsiders.

Another dimensions that stated by the Garvin are aesthetics and perceived
quality, which are based on the customer’s opinion. Aesthetics can be distinguished
from performance, as it is a matter of personal judgement, while perceived quality
concerned with the reputation that influenced the image of the corporation.
2.3.2 Software quality dimensions
According to Owlia and Aspinwall (1996), the characteristics of software are felt to
be more consistent with higher education because it is an intangible product. The
factors for software quality that widely used in software engineering (Watts, 1987)
together with the definitions and interpretation for higher education of each factor are
as follows:
(1) Correctness
(2) Reliability
(3) Efficiency
(4) Integrity
(5) Usability
(6) Maintainability
(7) Testability
(8) Expandability
(9) Portability
(10) Reusability
(11) Interoperability
Correctness can be defined as the extent to which a programme or course
complies with the specified requirement. Another factor that proposed by McCall et
al. is reliability which means the degree to which knowledge or skills learned from
the institution are correct, accurate, suitability and also up to date.
According to McCall et al. efficiency can defined as the extent of knowledge
and skills that applied by the graduates in their future career, while integrity means
the extent to which personal information is secure from unauthorized access (Watts,
1987).
Besides, another factor for software quality that proposed by McCall et al. is
usability. Here, usability is defined as the ease of learning and the degree of
communicativeness in the classroom. The interpretation of maintainability commonly

used in higher education is the way an institution handles the complaints from the
customer in improving their performance.
Testability is concern to the extent to which the knowledge is examinable. In
higher education, quality of software can measure on how well the results shown in
the examinations. Besides, expandability that proposed by the researchers means
suitability of the knowledge in the different applicable in other fields, while
portability and reusability can define as the degree of knowledge or skills learned are
related in other application. According to the definition by the researchers,
interoperability relates to the effort required to couple one program to another (Owlia
and Aspinwall,1996).
2.3.3 Service quality dimensions
Quality in higher learning institutions can be felt under service quality dimensions
because of its characteristics. According to Dotchin and Oakland (1994) ;
Zimmerman and Enell (1988), by viewing higher education as a service can
generalise service quality dimension for this sector.
Service quality has been classified into multi-dimensional view such as
Gronroos (1978) ; Lehtinen and Lehtinen (1992) ; Parasuraman et al. (1985).
According to Parasuraman et al., service quality dimensions that used in the
higher education are as follows and has modified by Ghobadian et al. in their
research ;
1) Reliability
2) Responsiveness
3) Customisation
4) Credibility
5) Competence
6) Access
7) Courtesy
8) Security
9) Communication
10) Tangibles
11) Understanding customers

Reliability in the context of services means the degree to which a service is
fault-free. Parasuraman et al. also stressed that reliability is the ability to provide
the pledged service on time, accurately and dependably (Ghobadian et al., 1993).
Besides, responsiveness is defined as the ability to deal effectively with
complaints and continuous improvement through effective management of
services.
Customisation refers to how well the institution can meets the customer
satisfaction, while credibility is the extent to which the service is believed and
trusted (Ghobadian et al., 1993). It is related with the image and reputation of the
institution.
Another service quality dimension that used in the higher education is
competence. The institution can sharpen their competitive edges by posses the
necessary skills, knowledge and information to perform the service effectively
through the staff. Besides, access also suggested in the quality dimension of
services. It refers to the ease of approachability and contact to achieve the targets
and objectives of the institution.
Courtesy is concern on the attitude of the staff. It is include the politeness,
respect, consideration and friendliness shown to the customers by the contact
personnel (Ghobadian et al., 1993). Besides, security can defined as the
capabilities of the institution to avoid the danger, risk and doubt, while
communication refers to the approach that used by the institution to interact with
their customers. A good communication approach enable the institution to give the
accurate information and avoid the problems caused by public perception.
According to Parasuraman et al., tangibles refer to facilities that provided by
the institution in serving good conditions to their customers. This dimension also
appears the personnel and condition of equipment. Besides, understanding the
customer is defined as how well the institution can meet the customer’s
satisfaction include providing individualized attention.
Services quality dimensions also proposed by Gronroos (1978) in the different
way. The three dimensions and the interpretation of each dimension for higher
education are as follows :

1) The technical quality of outcome
2) The functional quality of the service encounter
3) The corporate image
According to Gronroos, the customer can measure the outcome of service in an
objective manner while, the functional quality of the service encounter is
concerned with the interaction between the provider and recipient of a service and
is often perceived in a subjective manner (Ghobadian et al., 1993). Moreover the
corporate image will influence the perception of the customer towards the image
of the institution. The image depends on the technical and functional quality,
price, external communications, physical locations, appearance of the site and the
competence and behaviour of the staff (Ghobadian et al., 1993).
Lehtinen and Lehtinen (1992) also proposed three dimensions of service
quality. According to their study, the dimensions are as follows :
1) Physical quality
2) Corporate quality
3) Interactive quality
The physical quality refers to such items as the condition of building and enabling
equipment. This interpretation is quite similar with the dimension that proposed
by Gronroos. Lehtinen and Lehtinen also stressed their proposal that is related
with the organization’s image and profile. According to them, corporate quality is
other dimension to view service quality for the higher education. Besides,
interactive quality can be defined as the interaction between the institution’ staff
and the customer to avoid miscommunication among them.
2.4 Approach in Measuring Quality
There are basically two main approaches in measuring quality. The most popular
one is SERQUAL model which was developed by Parasuraman. This
measurement compares the level of perception against expectation. Another one is
simpler and straight forward which just measure on the current level of
performance, known as SERPERF.

2.4.1 SERVQUAL
A quality service organization, attempt to determine the requirements of its
customers and translate these requirements into product and delivery process
specifications to meet the customer’s satisfaction (Ghobadian, 1993). Based on
this importance, Parasuraman et al. (1985,1988) initiated a model in measuring
quality of services as a basis for an adapted model for higher education.
According to the model that proposed by Parasuraman et al., a 22 item scale has
been developed for conceptualising service quality and seeks to estimate
customers’ pre-consumption expectations of service as well as post-consumption
perceptions of actual service receive (Pearson, 1997 ; O’Neill et al., 2001). The
scale measures five dimensions, which includes reliability, responsiveness,
assurance, empathy and tangibles. Reliability concerns on performing the
promised service dependably and accurately, while responsiveness refers to the
provision of a prompt service. The other dimension that include in the scale of
measurement is assurance, which means customer courtesy, trust and confidence,
while empathy refers to how well the organization caring and give attention to
their customers. Tangibles concern on the physical facilities and equipment that
provided by the organization.
Based on this scale dimensions, the customers are need to complete the form
of the survey on the basis of a seven-point Likert scale, which extends from 1
(strongly disagree) to 7 (strongly agree). Measures of service quality can be
derived by subtracting the expectation scores from perception scores, which also
can be weighted to take account of the relative importance of each quality
dimension (O’Neill et al., 2001).
O’Neill et al. initiated some benefits derived from this approach in their study.
The benefit of using the SERVQUAL approach is it can make a clear indication of
how well the company perform to meet the customer’s requirement according to
the customer’s perception. Besides, SERVQUAL also helps the company to
prioritise the customer needs, want and expectation based on customer’s opinion.
SERVQUAL allows the organization to set the standards to meet the quality
requirement issued by the customers. Besides the benefits mentioned above, the

SERVQUAL also help the company to determine the existence of any gaps
between the provider and the customer. Hence, this approach enables the company
to increase their productivity through the serviceability.
Some researchers argued with the SERVQUAL technique that may need
attention for its conceptualisation of quality measurement issues such as the
dimensions for the scale in not consistent across industries, the practicalities of the
instruments and the attitude of the customer in complete the surveys. Therefore,
some studies have been conducted to overcome these problems. A study by
Brown et al. (1993) found evidence that a number of psychometric problems
associated with the use of difference scores can be solved by using of non-
difference score measures which display better discriminant and nomological
validity.
2.4.2 SERPERF
Another approach in measuring quality is SERPERF. SERPERF is an improvement
model from SERVQUAL, which is initiated by Parasuraman et al. This technique can
be described as an absolute performance measure of consumer perceptions of service
quality.
The model, used the Likert scale and requires the customer to rate the
provider’s performance, extending from (1) strongly disagree, to (7) strongly agree.
Based on the recent studies by O’Neill et al. (2001), showed that SERVPERF is an
absolute rating of customer attitudes towards service quality. A study conducted using
the performance-based measure also found that SERVPERF explained more of the
variance in an overall measure of service quality than did SERVQUAL (O’Neill et
al.,2001).
2.5 Factors influence the evaluation of service quality.
2.5.1 Seniority factor.
A study by Oldfield & Baron (2000) on student perceptions towards academic staff in
a UK university business and management faculty found that difference between the

seniors and the freshmen concerns whether academic staff have provided enough time
for assistance. The final year students tend to agree with the statement that academic
staff “are too busy to respond to requests for assistance.” They also tend to agree that
the academic staff are less caring and consistently less courteous to them.
In a study by Hill (1995) which assesses the role and expectation of student as
primary consumer of higher education services and the implications of this for the
management of service quality in higher educational organizations in the United
Kingdom, found that there are significant differences at the p ≤ 0.05 in perceived
importance between the years in relation to factors such as personal contact with
academic staff, computing facilities and financial services. In the case of year three
and two, significant differences were identified in the areas of feedback on academic
performance, work experience, the university’s careers and counseling/welfare
services. These factors were considered important at the beginning of year three as
compared to their importance at the start of year two. Analyses of the data also
revealed significant differences at the p≤ 0.05 concerning expectations at the
beginning of year one, to the evaluations beginning in year three in factors relating to
course content, teaching quality, teaching methods, personal contact with academic
staff, feedback, student involvement in curriculum review/development, work
experience, computing facilities, library service, university careers service, the
university counseling/welfare service, the university health service, and the university
physical education service.
2.5.2 Course factor
A study by Kamal and Ramzi (2002) on assuring quality service in private university
has found that student from the faculty of arts, architecture and design (FAAD) give
higher total mean rating on the overall satisfaction scale than students from the faculty
of business and economic (FBAE). Furthermore the FAAD students were
significantly more satisfied than the faculty of engineering (FE) students particularly
in the aspect of the registration process. As for advising aspect, the study showed that
FAAD students were significantly more satisfied than FBAE students.
The study revealed that there are differences on the satisfaction level of
service quality based on field of study. This may indicate that the student experiences
and their judgement or the way they evaluate thing may also differ across discipline.

2.5.3 Cultural factor.
Tomovick, Jones and Al-Khatib (1986) examined the factors that influence the service
quality perceptions of international students in US business schools. They used the
SERVQUAL in educational setting, which has been adapted to include only five
dimensions of the SERVQUAL, which are tangibles, reliability, responsiveness,
assurance, and empathy. The findings of the study found that the international
business students considered tangibles (which appealing facilities) to be one of the
most important elements in the service quality of educational institution. Other results
of the study also point to the direction that students not only expect knowledgeable
and qualified faculty but also frequently need teachers or mentors who will help them
with different problems.
Culture is inherent in all human. Many studies have been carried out to assess
the relationship of culture to service quality. In a study by Malhotra et al (1994), a
comparison of the determinants of service quality between developed and developing
countries was made. One of the findings of the study is that environmental differences
between the two groups of countries can have changeable influences on service
quality determinants. Several suggestions were offered to link service quality
dimensions to economic and socio cultural factors.
Another study by Winsted (1997) on how customers in the US and Japan
evaluate service encounters, found that studies examining service encounters need to
be sensitive to differences in culture. Winsted proposed a framework and
measurement scales for examining and measuring service encounter components in
the two countries.
Yet another study by Dinthu and Yoo (1998) on the effect of consumers’
cultural orientation on their service quality expectations, found that the cultural
orientations have a big influence on the overall service quality expectations, and the
expectations on each of the dimensions of service quality.
2.5.4 Gender factor.
A study by Napaporn Khantanapha (2000) found that there are no differences between
men and women MBA students in expectations of service quality. The analysis of
variance results for expectations and gender shows there are no differences between
men and women. The mean of 4.01 obtained from men’s expectation is not much
different from the mean of 4.02 for women. However, there are significant

differences in perceptions of actual service quality between men and women in five
different universities in Thailand. Another study by Joseph and Joseph (1998) found
that there is no significant difference between male and female students except the
perception for two matters: Good social life on campus” and “academic value of
degree offered.”
However, the study done by Soutar and McNeil (1996) and Kamal and Ramzi
(2002) , indicates that gender factor place an effect on the satisfaction scale of service
quality which male student were found to be more satisfied than female students for
the former and female student were significantly more satisfied than males for the
later.
In a study of student satisfaction with selected student support services, Ruby
(1996) found that students evaluate service quality differently depending on the
department of the service being considered. Differences in perception of service
quality according to gender were also found with female students both expecting and
perceiving higher levels of service quality than male student (Ruby, 1996). Moderate
relationships were found between students’ satisfaction with support services and
their commitment to the college or university attended.
2.6 Theoretical Framework
Based on the review of the quality literatures and the context of this study, we
have developed six dimensions of service quality in education. There are
tangibles, competence, attitude, content, delivery and reliability. Tangibles
1
refer
to facilities provided by the institution in serving good conditions to their
customers. This dimension is applicable to personnel and condition of equipments.
Competences
2
refer to sufficiency and highly qualified of the academic staff, the
program structure and the capabilities to render good image and strong attraction
in teaching. Attitude
3
concerned with the communication, caring, individual
attention and understanding students’ needs. Content
4
in the context of education
is referring to the curriculum design and how its can develop and prepare the
students for their potential job market. Delivery
5
means the capability in giving
1
See questions no. 1 to no. 6 in the questionnaire (6 items).
2
See questions no. 7 to no. 12 in the questionnaire (6 items).
3
See questions no. 13 to no. 18 in the questionnaire (6 items).
4
See questions no. 19 to no. 26 in the questionnaire (12 items).
5
See questions no. 27 to no. 33 in the questionnaire (7 items).

lecture and presentation effectively, the compliance of course works with the
module, focusing on the learning outcome, providing useful information and
proper channel for feedback and ideas. The final dimension is reliability
6
. In the
higher education context, reliability can be defined as the degree to which the
knowledge, information and skills learned are correct, accurate and up to date. It’s
also concern on keeping promises, handling complaints, giving resolutions and
solving problems.
We have developed a model in Figure 2.1 to conceptualize the theoretical
framework of the study. The model shows the dimensions of the service quality in
higher education (SQHE) from students’ perspective and the factors that would
influence the evaluation of service quality.
Figure 2.1: Model for Service Quality in Higher Education (SQHE)
6
See questions no. 34 to no. 37 in the questionnaire (6 items).
Dimensions SQHE
Tangible
Competence
Attitude
Content
Delivery
Reliability
SQHE:
Students’
Perspectives
Level of
SQHE:
High
Moderate
Low
Moderator
(Factors that
would
influenced the
evaluation of
SQHE ):
• Seniority
• Courses
• Cultural
(race)
• Gender
• Academic
(CPA)

CHAPTER 3
METHODOLOGY
3.1 Introduction
This chapter explains in detail the methodology used in gathering the information
necessary in this study. It highlights the sources of data used and the survey design,
which includes the sampling plan and data analysis method employed. The steps
involved were elaborated in details and have been carried out systematically in order
to achieve a high degree of reliability and validity.
3.2 Sources of data
Data sources are classified as being either primary sources or secondary sources. A
source is primary if the data collector is the one using the data for analysis. A source
is secondary if one organization or individual has compiled the data to be used by
another organization or individual. In our study, we used primary sources to analyze
the data gathered. The instrument used is a structured questionnaire that was
developed by the research team based on the literature review on the relevant topics.
3.3 Survey design
The idea of a research design is to specify methods and procedures for collecting and
analyzing required information. It is thus design in the following ways to increase
the validity of the questionnaire and gain more responses:
(i) Choosing an appropriate mode of response.
Questionnaires were administered personally to the respondents at the end of a class
session. This is to enable the researchers to collect all the completed responses within
a short period of time. Any doubts that the respondents might have regarding any
questions can be clarified on the spot. The respondents were permitted to ask the
researchers for further clarification if they encountered difficulties in understanding
the questions. Since the numbers of the respondents in each class were about 40 to 70
students, we manage to get a 100% response rate.
(ii) Identifying the constructs
We have listed and searched literatures mainly from international journal that reflect
the topic of the study. Among the referred journal are as follows : Quality Assurance
in Education, Managerial Auditing Journal, International Journal of Quality and

Reliability Management, Total Quality Management Magazine and Managing Service
Quality.
A comprehensive review of the above literature was the basis for the
development of instrument used in this study. Six dimensions related to service
quality in education were developed and itemized into 43 sets of questions.
Other variables deemed important were background of the respondents to
identify differences, if any, between respondents according to year of study, course,
race, gender and CPA score.
(iii) Formulating accurate statements
We have formulated the series of precise, short, clear and easy understandable
statements. Essentially, if the statements were ambiguous, the resulting analysis will
be flawed. To be accurate, data must be freed from ambiguities arising from
misinterpretations of the statements given in a survey. Due to this we have designed
these statements in two languages i.e. Bahasa Malaysia and English.
There were two steps taken to assure the accuracy of translating these
statements. First involves brainstorming and discussion among group of researchers in
formulating, evaluating, filtering and finalizing the statements. The second involves
pilot testing.
(iv) Pilot study
Pilot survey was carried out through 60 students to assess the questionnaire clarity
and length. The students were asked to give comments and opinion on statements
used in the questionnaire in term of clarity and completeness. After carrying out the
pilot survey, revisions were made to various questions that were not clear to remove
all ambiguities. This was necessary to increase the validities of the questionnaires
before embarking on the full-scale survey. In this context, only 3 statements needed
corrections. The three statements were:
(a) Statement no. 3: The physical facilities of the faculty are visually appealing.
(b) Statement no. 6: The faculty organizes and provides social events for student.
(c) Statement no. 23: The curriculum is flexible and cross-disciplinary.
To make these statements clearer and understandable, we included some
examples. Comments from respondents also showed that the instrument was
comprehensive in coverage. Finally, the final questionnaire consisted of 43 items that
address the necessary service quality dimensions in education and 5 questions on
demography and academic backgrounds.
The reliability of findings obtained using the survey instrument was assessed.
According to Nunnally (1978), the Cronbach alpha procedure is an estimate of

reliability based on the average correlation between items within each factor where
0.6 is sufficient. In addition, the score of over 0.8 is considered to be good (Sekaran ,
1992).
The results of this analysis indicated that no values of coefficient α were less
than 0.6 as reported in Table 3.1 below :
Dimensions
Cronbach α
1. Tangibles
• 6 items
0.7280
2. Competence
• 6 items
0.8333
3. Attitude
• 6 items
0.7934
4. Content
• 12 items
0.8375
5. Delivery
• 7 items
0.7991
6. Reliability
• 6 items
0.8931
Table 3.1: Reliability result (pilot test)
3.4 Sampling
Due to time constraints, a sampling procedure was used. The sampling process
begins by defining the frame. Thus the sampling frame used in our study included all
full time undergraduate students registered in the Faculty of Management and Human
Resource Development for the 2003/3004 academic year with a population size of
428.
3.4.1 Sample size
Based on Krejcie and Morgan (1970) it was appropriate to select a sample size of 203
(refer to appendix 1). Roscoe (1975) proposes that the appropriate sample sizes for
most research to be greater than 30 and less than 500. Taking into considerations
these guidelines, we decided to choose 229 undergraduate students as our sample.
3.4.2 Sampling method
We employ a stratified random sampling technique that consisted of two types of
strata. The first strata is according to the year of study; 1
st
year student, 2
nd
year
student, 3
rd
year student and 4
th
year student. The second strata is according to the

courses; Bachelor of Management (Technology), Bachelor of Management
(Marketing) and Bachelor of Human Resource Development. The details of the strata
are presented in Table 3.2.
Table 3.2: Stratified sample allocation
Based on coursework, there were altogether 91 students of management
(technology)(SHD/SHT), 48 students of management (marketing) (SHF/SHG) and 90
students of Human Resource Development (SHR/SHP). The table also shows that 60,
35, 61 and 73 respondents of first, second, third, and forth year students taken as
samples respectively.
3.5 Scale and measurement
The survey instrument consisted of two parts. In part A of the questionnaire, survey
respondents were asked to state their level of agreement of each statement for six
dimensions of service quality in education on a five-point scale (1 represent “strongly
disagree” to 5 represent “strongly agree”; 3 denotes average ). According to Cooper
(2000), this type of scale is considered to be an interval scale. Therefore,
measurement of central tendency and its dispersion can be made.
Demographic and academic backgrounds of respondents were asked in part B
of the questionnaire. Some were assigned to certain categories and it is mutually
exclusive and collectively exhaustive. Thus it possessed a property of a nominal scale.
3.6 Data analysis method.
The data was analyzed using mean, median and standard deviation for descriptive
statistics. For inferential statistics, several parametric tests were employed such as T-
test and ANOVA since data used were interval in nature and did not violate normality
22 13 25 60
14 10 11 35
22 12 27 61
33 13 27 73
91 48 90 229
1st year student
2nd year student
3rd year student
4th year student
Student
status
Total
SHD/SHT SHF/SHG SHR/SHP
Course
Total

assumption. Non-parametric test was also used for some data, which was transformed
into categorical data.
This data will either confirm or reject the following hypotheses that were
based on the model of Service Quality in Higher Education (SQHE) that was
developed in section 2.5 of chapter 2:
H
A1: There is a difference in the mean score of service quality based on seniority.
H
A2: There is a difference in the mean score of service quality based on courses.
H
A3: There is a difference in the mean score of service quality based on cultural
(race).
H
A4: There is a difference in the mean score of service quality based on gender.
H
A5: There is a relationship between CPA and the evaluation on service quality.

CHAPTER 4
RESULTS
4.1 Introduction
This chapter examines results of the study. The analyses were obtained using both
descriptive and inferential statistics. In descriptive statistics, we explore the data to
understand the nature and characteristics of the data. It helps the researchers in
selecting and using the appropriate analyses or procedures in hypothesis testing. On
the other hand, the inferential statistics was used to infer relevant information with
regard to the population.
4.2 Demographic and profile of the respondents
Table 4.1 shows the number of respondents according to the year of study and
according to the courses for each of degree program. 39.7 percent of the respondents
represented the undergraduate student of Bachelor of Management (Technology), 21
percent (Bachelor of Management (Marketing) and 39.3 percent (Bachelor of Human
Resource Development). It also shows that the majority of the respondents are
Malays (65.1%), followed by Chinese (26.2), and the rest are the Indian and other
races (<10%). Therefore, the percentage of races involved in the study is considered
sufficient to represent the portion of the students based on races. With regard to
gender, the male respondents were 29.3 percent whereas the female were 70.7
percent. The gender proportion was also considered sufficient since the majority of
the undergraduate students were female.
It can also be seen that majority of the respondents (76%) obtained CPA of
between 2.99 and 3.49; only 21.4% obtained CPA of > 3.49 and 2.6 % obtained CPA
of < 2.3.

Demographic
Variables
Category Frequency Valid
Percentage
(%)
Year of study 1
st
year
2
nd
year
3
rd
year
4
th
year
60
35
61
73
26.2
15.3
26.6
31.9
Courses Bach. of Management (Technology)
Bach. of Management (Marketing)
Bach. of Human Resource Development
91
48
90
39.7
21.0
39.3
Races Malay
Chinese
Indian
Other
149
60
12
8
65.1
26.2
5.2
3.5
Gender Male
Female
67
162
29.3
70.7
Academic
(CPA)
3.7 to 4.0
3.5 to 3.69
3.0 to 3.49
2.3 to 2.99
< 2.3
14
35
89
85
6
6.1
15.3
38.9
37.1
2.6
Table 4.1: Sample profile
4.3 Normality
Table 4.2 shows that the mean, median and mode for all the six dimensions of service
quality are almost likely the same. This means that the data were approximation to a
normal distribution. Furthermore, the analyses of Histogram, Box-and-whisker plot,
and Probability Plot also demonstrated that the data of all these dimensions are
normally distributed (refer to Figure 4.1, 4.2, 4.3, 4.4, 4.5, 4.6)
Table 4.2: Measures of central tendency and dispersion
3.0182 3.0000 2.67 .5810
3.4127 3.5000 3.67 .6057
3.2940 3.3333 3.67 .6194
3.3530 3.3333 3.67 .5869
3.3319 3.2857 3.14 .6201
3.1492 3.1667 3.17 .6873
3.2598 3.2837 3.62 .5054
Tangibles
Competency
A
ttitude
Content
Delivery
Reliability
SerQuaEd
Mean Median Mode Std. Deviation

TANGIBLE
5.004.504.003.503.002.502.001.50
Frequency
70
60
50
40
30
20
10
0
229N =
TANGIBLE
6
5
4
3
2
1
189214
195
Normal Q-Q Plot of TANGIBLE
Observed Value
5.04.54.03.53.02.52.01.51.0
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.1: Sampling distribution for Tangible dimension

COMPETEN
5.00
4.75
4.50
4.25
4.00
3.75
3.50
3.25
3.00
2.75
2.50
2.25
2.00
1.75
Frequency
70
60
50
40
30
20
10
0
229N =
COMPETEN
6
5
4
3
2
1
189
Normal Q-Q Plot of COMPETEN
Observed Value
5.55.04.54.03.53.02.52.01.5
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.2: Sampling distribution for Competence dimension

ATTITUDE
5.00
4.75
4.50
4.25
4.00
3.75
3.50
3.25
3.00
2.75
2.50
2.25
2.00
1.75
1.50
Frequency
50
40
30
20
10
0
229N =
ATTITUDE
6
5
4
3
2
1
214
127
Normal Q-Q Plot of ATTITUDE
Observed Value
654321
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.3: Sampling distribution for Attitude dimension

CONTENT
5.00
4.75
4.50
4.25
4.00
3.75
3.50
3.25
3.00
2.75
2.50
2.25
2.00
1.75
1.50
Frequency
60
50
40
30
20
10
0
229N =
CONTENT
6
5
4
3
2
1
174
161
214
62
Normal Q-Q Plot of CONTENT
Observed Value
5.04.54.03.53.02.52.01.51.0
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.4: Sampling distribution for Content dimension

DELIVERY
5.00
4.75
4.50
4.25
4.00
3.75
3.50
3.25
3.00
2.75
2.50
2.25
2.00
1.75
1.50
1.25
Frequency
60
50
40
30
20
10
0
229N =
DELIVERY
6
5
4
3
2
1
202169
214
212
189
13462
111228127
Normal Q-Q Plot of DELIVERY
Observed Value
654321
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.5: Sampling distribution for Delivery dimension

RELIABIL
5.004.504.003.503.002.502.001.501.00
Frequency
70
60
50
40
30
20
10
0
229N =
RELIABIL
6
5
4
3
2
1
0
214
Normal Q-Q Plot of RELIABIL
Observed Value
6543210
Expected Normal
3
2
1
0
-1
-2
-3
Figure 4.6: Sampling distribution for Reliability dimension

4.4 Finding on overall service quality in education and its reliability
Dimensions Mean scores Reliability
alpha (cronbach)
1. Tangible
2. Competence
3. Attitude
4. Content
5. Delivery
6. Reliability
3.0182
3.4127
3.2940
3.3530
3.3319
3.1492
0.7310
0.8372
0.8242
0.8821
0.8470
0.8758
Service Quality in
Education
3.2598
Table 4.3: The mean scores and reliability
Table 4.3 shows that the mean scores service quality in Education dimensions namely
tangible, competence, attitude, content, delivery, and reliability are between 3.0 and
4.0 and the mean score of service quality in education (which is the overall score of
the six dimensions) was 3.26. The reliability of the dimensions was high (> 0.7).
Thus, it is reliable to conclude that the level of service quality in education for the
Faculty (specifically FPPSM) to be moderate.
4.5 Finding on the hypotheses testing
4.5.1 Hypothesis 1
H
o: There is no difference in the mean score of service quality based on year of study.
H
A: There is a difference in the mean score of service quality based on year of study.
The results of analyses are shown in Table 4.4, includes the mean and standard
deviation, the one-way ANOVA F test and the homogeneity test.
Descriptive Statistics
Dependent Variable: SERQUAED
3.3878 .4311 60
3.4026 .4496 35
3.3095 .4938 61
3.0447 .5343 73
3.2598 .5054 229
Student status
1st year student
2nd year student
3rd year student
4th year student
Total
Mean Std. Deviation N

Levene's Test of Equality of Error Variances
a
Dependent Variable: SERQUAED
1.373 3 225 .252
F df1 df2 Sig.
Tests the null hypothesis that the error variance of
the dependent variable is equal across groups.
Design: Intercept+B1
a.
Tests of Between-Subjects Effects
Dependent Variable: SERQUAED
5.225
a
3 1.742 7.392 .000 .090
2293.628 1 2293.628 9734.003 .000 .977
5.225 3 1.742 7.392 .000 .090
53.017 225 .236
2491.702 229
58.242 228
Source
Corrected Model
Intercept
B1
Error
Total
Corrected Total
Type III Sum
of Squares df Mean Square F Sig. Eta Squared
R Squared = .090 (Adjusted R Squared = .078)
a.
Table 4.4: The results of a one-way analysis of variance for hypothesis 1.
The result shows that the ANOVA test is significant (p<0.05). Therefore we
reject the null hypothesis that there are no differences in the mean score of service
quality based on year of study. Because the overall F test was significant, a follow-up
test was necessary to evaluate pair-wise differences among the means. In order to
decide whether to use a post hoc procedure that assumes equal variances (Tukey) or
one that does not assume equal variances (Dunnett’s C), we used Levene’s Test of
Equality of Error Variances which shows that the p value = 0.252 (p>0.05). It implies
that there was no evidence of a significance differences in the variances between the
groups. This result therefore justified the reason of using the post hoc procedure that
assumes equal variances.
In the following post hoc procedure, we thus performed Tukey analysis to
determine which groups are different. The result of the analysis is shown in table 4.5.

Multiple Comparisons
Dependent Variable: SERQUAED
-1.48E-02 .1032 .999 -.2800 .2505
7.827E-02 8.8E-02 .812 -.1485 .3050
.3431* 8.5E-02 .000 .1258 .5604
1.475E-02 .1032 .999 -.2505 .2800
9.303E-02 .1029 .803 -.1714 .3575
.3579* 1.0E-01 .002 .1015 .6143
-7.83E-02 8.8E-02 .812 -.3050 .1485
-9.30E-02 .1029 .803 -.3575 .1714
.2648* 8.4E-02 .009 4.851E-02 .4812
-.3431* 8.5E-02 .000 -.5604 -.1258
-.3579* 1.0E-01 .002 -.6143 -.1015
-.2648* 8.4E-02 .009 -.4812 -5.E-02
-1.48E-02 .1032 -.2673 .2378
7.827E-02 8.8E-02 -.1443 .3009
.3431* 8.5E-02 .1224 .5638
1.475E-02 .1032 -.2378 .2673
9.303E-02 .1029 -.1716 .3577
.3579* 1.0E-01 9.488E-02 .6209
-7.83E-02 8.8E-02 -.3009 .1443
-9.30E-02 .1029 -.3577 .1716
.2648* 8.4E-02 3.040E-02 .4993
-.3431* 8.5E-02 -.5638 -.1224
-.3579* 1.0E-01 -.6209 -9.E-02
-.2648* 8.4E-02 -.4993 -3.E-02
(J) Student status
2nd year student
3rd year student
4th year student
1st year student
3rd year student
4th year student
1st year student
2nd year student
4th year student
1st year student
2nd year student
3rd year student
2nd year student
3rd year student
4th year student
1st year student
3rd year student
4th year student
1st year student
2nd year student
4th year student
1st year student
2nd year student
3rd year student
(I) Student status
1st year student
2nd year student
3rd year student
4th year student
1st year student
2nd year student
3rd year student
4th year student
Tukey HSD
Dunnett C
Mean
Difference
(I-J)
Std.
Error
Sig.
Lower
Bound
Upper
Bound
95% Confidence
Interval
Based on observed means.
The mean difference is significant at the .05 level.
*.
Table 4.5: The Post Hoc Comparisons for hypothesis 1.
Using the Tukey test, it can be concluded that :
(a) There is a significant difference mean score of service quality between first
and forth year undergraduate students
(b) There is a significant difference mean score of service quality between second
and forth year undergraduate students
(c) There is a significant difference mean score of service quality between third and forth year undergraduate students

(d) There is no significant difference mean score of service quality between:
(i) first and second year undergraduate students
(ii) first and third year undergraduate students
(iii) second and third year undergraduate students
Hypothesis 2
H
o: There is no difference in the mean score of service quality based on courses.
H
A: There is a difference in the mean score of service quality based on courses.
The result of ANOVA F test in table 4.6, shows that the p-value = 0.243 which
greater than 0.05. Therefore we fail to reject the null hypothesis. It can be concluded
that there are no significant differences in the mean score of service quality based on
courses.
Descriptive Statistics
Dependent Variable: SERQUAED
3.3291 .5552 91
3.2138 .3862 48
3.2144 .5057 90
3.2598 .5054 229
Course
SHD/SHT
SHF/SHG
SHR/SHP
Total
Mean Std. Deviation N
Tests of Between-Subjects Effects
Dependent Variable: SERQUAED
.724
a
2 .362 1.422 .243 .012
2217.464 1 2217.464 8712.852 .000 .975
.724 2 .362 1.422 .243 .012
57.518 226 .255
2491.702 229
58.242 228
Source
Corrected Model
Intercept
B2
Error
Total
Corrected Total
Type III Sum
of Squares
df Mean Square F Sig. Eta Squared
R Squared = .012 (Adjusted R Squared = .004)
a.
Table 4.6: The result of a one-way analysis of variance for hypothesis 2.

4.5.3 Hypothesis 3
H
o: There no difference in the mean score of service quality based on races.
H
A: There is a difference in the mean score of service quality based on races.
The results of analyses are shown in Table 4.7, which include the mean and standard
deviation, the one-way ANOVA F test and the homogeneity test.
Descriptive Statistics
Dependent Variable: SERQUAED
3.3565 .4711 149
3.0236 .4802 60
3.2143 .7431 12
3.2991 .3667 8
3.2598 .5054 229
Race
Malay
Chinese
Indian
Other
Total
Mean Std. Deviation N
Levene's Test of Equality of Error Variances
a
Dependent Variable: SERQUAED
2.066 3 225 .106
F df1 df2 Sig.
Tests the null hypothesis that the error variance of
the dependent variable is equal across groups.
Design: Intercept+B3
a.
Tests of Between-Subjects Effects
Dependent Variable: SERQUAED
4.779
a
3 1.593 6.704 .000 .082
717.453 1 717.453 3019.417 .000 .931
4.779 3 1.593 6.704 .000 .082
53.463 225 .238
2491.702 229
58.242 228
Source
Corrected Model
Intercept
B3
Error
Total
Corrected Total
Type III Sum
of Squares
df Mean Square F Sig. Eta Squared
R Squared = .082 (Adjusted R Squared = .070)
a.
Table 4.7: The results of a one-way analysis of variance for hypothesis 3.

As shown in the table labeled Test of Between-Subject Effect, the ANOVA
test is significant with p-value less than α, 0.05. Therefore we reject the null
hypothesis and conclude that there are no significant differences in the mean score of
service quality based on races.
Because the overall F test was significant, follow-up test were essential to
evaluate pair-wise differences among the means. Again, to decide whether to use a
post hoc procedure that assumes equal variances (Tukey) or one that does not assume
equal variances (Dunnett’s C), we used the Levene’s Test of homogeneity of
variances. The test was not significant since the p value = 0.106. It implies that that
there are no evidence of a significant difference in the variances between the groups.
The result of the test had thus justified the reason of using the post hoc procedure that
assumes equal variances.
In the following post hoc procedure, we performed Tukey analysis to
determine which groups are different. The result of the analysis is shown in table 4.8
Multiple Comparisons
Dependent Variable: SERQUAED
.3329* 7.453E-02 .000 .1415 .5244
.1422 .1463 .765 -.2335 .5180
5.741E-02 .1769 .988 -.3971 .5119
-.3329* 7.453E-02 .000 -.5244 -.1415
-.1907 .1541 .603 -.5867 .2053
-.2755 .1835 .436 -.7469 .1958
-.1422 .1463 .765 -.5180 .2335
.1907 .1541 .603 -.2053 .5867
-8.4821E-02 .2225 .981 -.6564 .4868
-5.7410E-02 .1769 .988 -.5119 .3971
.2755 .1835 .436 -.1958 .7469
8.482E-02 .2225 .981 -.4868 .6564
.3329* 7.453E-02 .1414 .5245
.1422 .1463 -.5108 .7952
5.741E-02 .1769 -.3822 .4970
-.3329* 7.453E-02 -.5245 -.1414
-.1907 .1541 -.8565 .4750
-.2755 .1835 -.7334 .1824
-.1422 .1463 -.7952 .5108
.1907 .1541 -.4750 .8565
-8.4821E-02 .2225 -.8594 .6897
-5.7410E-02 .1769 -.4970 .3822
.2755 .1835 -.1824 .7334
8.482E-02 .2225 -.6897 .8594
(J) Race
Chinese
Indian
Other
Malay
Indian
Other
Malay
Chinese
Other
Malay
Chinese
Indian
Chinese
Indian
Other
Malay
Indian
Other
Malay
Chinese
Other
Malay
Chinese
Indian
(I) Race
Malay
Chinese
Indian
Other
Malay
Chinese
Indian
Other
Tukey HSD
Dunnett C
Mean
Difference
(I-J)
Std. Error Sig. Lower Bound Upper Bound
95% Confidence Interval
Based on observed means.
The mean difference is significant at the .05 level.
*.

Table 4.8: The Post Hoc Comparison
Based on the Tukey test, it can be concluded that :
(a) There is a significance difference mean score of service quality between
Malay and Chinese. The Malay undergraduate students gave higher score
compared to Chinese undergraduate students
(b) There is no significance difference mean score of service quality between
Malay and Indian, and Chinese and Indian.
4.5.4 Hypothesis 4
H
o: There no difference in the mean score of service quality based on gender.
H
A: There is a difference in the mean score of service quality based on gender.
The results of analyses are shown in Table 4.9.
Group Statistics
67 3.3086 .4969 6.071E-02
162 3.2397 .5090 3.999E-02
Gender
Male
Female
SERQUAED
N Mean Std. Deviation
Std. Error
Mean
Independent Samples Test
1.111
.293
.939 .949
227 125.992
.349 .345
6.896E-02 6.896E-02
7.343E-02 7.270E-02
-7.5741E-02 -7.4913E-02
.2137 .2128
F
Sig.
Levene's Test for
Equality of Variances
t
df
Sig. (2-tailed)
Mean Difference
Std. Error Difference
Lower
Upper
95% Confidence Interval
of the Difference
t-test for Equality of
Means
Equal variances
assumed
Equal variances
not assumed
SERQUAED

Table 4.9: The results of t- test for hypothesis 4.
The result of t-test in table 4.9, shows that the p-value, 0.349 which greater than 0.05.
Therefore we fail to reject the null hypothesis that there is no difference in the mean
score of service quality based on gender. It can be concluded that there are no
significant differences between the mean score of service quality of male and female
undergraduate students.
4.5.5 Hypothesis 5
H
o: There is no relationship between CPA and the evaluation on service quality
evaluation.
H
A: There is a relationship between CPA and the evaluation on service quality.
Table 4.10 show the result of the chi-square analysis between CPA and Service
Quality in Education. The p-value (Pearson chi-square χ) is 0.394 which greater than
0.05. Therefore we fail to reject the null hypothesis and conclude that there is
relationship between CPA and the evaluation on service quality.
CPA recoded into two groups * SQE recoded into three groups Crosstabulation
2 77 12 91
3.6 73.5 13.9 91.0
7 108 23 138
5.4 111.5 21.1 138.0
9 185 35 229
9.0 185.0 35.0 229.0
Count
Expected Count
Count
Expected Count
Count
Expected Count
Below 3.0
3.0 and above
CPA recoded into
two groups
Total
low moderate high
SQE recoded into three groups
Total
Chi-Square Tests
1.862
a
2 .394
1.962 2 .375
.011 1 .916
229
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
Value df
Asymp. Sig.
(2-sided)
1 cells (16.7%) have expected count less than 5. The
minimum expected count is 3.58.
a.
Table 4.10: Pearson Chi-Square for crosstabulation of CPA and Service Quality
in Education

CHAPTER 5
DISCUSSION
5.1 Introduction
This chapter discussed on the findings of the study, its limitations and suggestion for
future research. The research findings were compared with previous study to see
whether it is consistent or otherwise and perhaps considered as a new finding. This
will contribute to the enrichment and extensions of knowledge in the field of quality
management.
5.2 Discussion 1: Does the student’s evaluation of service quality differ by
the year of study?
This study showed that there are significant differences on the student’s perceptions
of service quality based on year of study. The finding is consistent with the study
done by Oldfield & Baron (2000), and Hill (1995). New students therefore tend to
give positive response compared to old students due to their experiences. Their
perception or evaluation changes with their familiarity and degree of expectation with
the service.
5.3 Discussion 2: Does the student’s evaluation of service quality differ by the
field of study?
This study showed that there are no significant differences on the student’s evaluation
of service quality based on their field of study or course. However, previous study
done by Kamal and Ramzi (2002) on assuring quality service in private university
found that students from different field of study have different mean score of
satisfaction scale on quality service. The differences in their study were due to groups
in the samples, which were drawn from totally different academic areas or disciplines.
For example first group in the sample consisted of students from various disciplines
and faculties such as art, architecture and design; second group consisted of business
and economics discipline; third group comprises of students from engineering
discipline. Theoretically, this sampling design will have large variations among
groups and small variation within groups. Due to this fact, their finding shows
differences in the mean score of satisfaction scale on service quality.
In our study, even though the student’s discipline differs, such as technology,
marketing, and human resourse development, but in the context of the Malaysian

academic discipline, they are categorised within the management discipline under the
same faculty. Hence, receiving the same service that is from one faculty, FPPSM.
Theoretically, this sampling design will have small variations among groups. We
believe, because of that nature, the finding shows no significant differences on the
student’s perception of service quality by field of disciplines or courses.
5.4 Discussion 3: Does the student’s evaluation of service quality differ by
race or cultural?
This study showed significant differences on the student’s perception of service
quality by race. This finding is consistent with the study done by Tomovick, Jones
and Al-Khatib (1986), Malhotra et al (1994), Winsted (1997) and Dinthu and Yoo
(1998) where they also found that cultural factor have big influence on the perception
of service quality. This is particularly true because individuals spend the earlier part
of their life in a family that have different sets of cultures, values or belief. And these
are unique and differ across groups of community. It will have significant effect on
their way of thinking, doing thing, or perceptions.
5.5 Discussion 4: Does the student’s evaluation of service quality differ by
gender?
This study showed that there are no significant differences on the student’s evaluation
of service quality by gender. This finding is in line with a study done by Joseph and
Joseph (1998) on certain aspects and Napaporn Khantanapha (2000). Similarly, the
study done by Kamal and Ramzi (2002), indicated that female student were
significantly more satisfied than males. However, other study carried out by Soutar
and McNeil (1996), demonstrated that male students were found to be more satisfied
overall than female students.
Based on this finding and previous study, we conclude that the finding on this
hypothesis varies and was mixed.
5.6 Discussion 5: Is there any relationship between CPA and the evaluation on
service quality evaluation.
Finally, this study revealed that there was no significant relationship between student
academic performance and evaluation of service quality. Since there is no literature
found regarding this particular relationship, we considered this area of research as
exploratory in nature and the finding was only true for this particular research and
more study needs to be done in this particular context. This finding thus had given
more insight particularly in the areas of quality management.

5.7 Conclusions and implications
Overall, this study has shown that the service quality at FPPSM was moderate from
students’ perspective. This means that there is room for continuous improvement.
Therefore the management and staff of the faculty, academic and administration staff
must put more effort and commitment in the areas of teaching and learning ranging
from academic-related to non academic-related activities such as sports or social
events. The ‘learning’ element must not be limited to academic-related. It must cover
everything that can develop and instil good values, attitudes, character and strong
personality. It also should take into account the learning environment, which includes
good infrastructure and support service. All of these must be offered concurrently in
order to produce good graduates.
We also noticed that seniority have a significant influence on the perception of
service quality. This probably because student’s expectations increase as they become
more familiar with the system, more educated and more matured. Another element
that also has influence on the perception of service quality is race or culture. In
relation to this, the academic or non-academic staffs that deals and provide service
directly with student should be able to identify and understand various levels of
student’s expectations across years of study (from first year to final year) and races.
5.8 Limitations and suggestions for future research
Cultural background and its implication are very complicated issues, which have not
been adequately tackled in this paper. Further study and investigation in other
literature is needed to analyse in-depth the impact of cultural background and service
education.
Due to time and budget constraints, our samples used in this study are limited
to full time student only. Part time students which register under School of
Professional and Continuous Education (SPACE) also study at UTM Kuala Lumpur
instead of UTM Skudai. To include them in the study, will require more resources.
Furthermore, the lecture nethod and classes conducted of these students are totally
different from full-time students. Therefore, the generalization of our findings is
limited to full time management students only.
Further research are needed to determine the parameters of the students’ ‘zone
of tolerance’. This is important for service provider to gradually improve the quality
and allocate resource accordingly. Owing to resource restrictions, rules, regulation, as
well as and policies, in some instances it is almost impossible for public universities
to provide everything that student want.
This study has concentrated on the student’s perception of service quality.
Future research should focus on the perception of service quality from other
stakeholders (such as internal customer, government, industries, etc.). A
comprehensive study would help the faculty to review and ‘beef-up’ its overall
service quality in the education sector.

APPENDIX 1: SAMPLE SIZE
Table for determining sample size from a given population
N S N S N S
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
110
120
130
140
150
160
170
180
190
200
210
10
14
19
24
28
32
36
40
44
48
52
56
59
63
66
70
73
76
80
86
92
97
103
108
113
118
123
127
132
136
220
230
240
250
260
270
280
290
300
320
340
360
380
400
420
440
460
480
500
550
600
650
700
750
800
850
900
950
1000
1100
140
144
148
152
155
159
162
165
169
175
181
186
191
196
201
205
210
214
217
226
234
242
248
254
260
265
269
274
278
285
1200
1300
1400
1500
1600
1700
1800
1900
2000
2200
2400
2600
2800
3000
3500
4000
4500
5000
6000
7000
8000
9000
10000
15000
20000
30000
40000
50000
75000
100000
291
297
302
306
310
313
317
320
322
327
331
335
338
341
346
351
354
357
361
364
367
368
370
375
377
379
380
381
382
384
N is population size

S is sample size
Source: Krejcie and Morgan (1970)
APPENDIX 2: QUESTIONNAIRE
Fundamental Research-RMC
Vot 71982
TOPIC:
A Survey of the Service Quality Dimensions in
Education: Management’s student perspective.
Researcher:
En. Ahmad Jusoh
En. Ahmad Sharifudin Shamsudin
Pn. Siti Zaleha Omain
Prof. Madya Dr. Hishamudin Md Som
Dr. Norazman Abd Majid
Faculty of Management and Human Resource Development
Universiti Teknologi Malaysia
Skudai, Johor.
Dear students,
This study attempts to measure service quality in education, particularly in our
faculty. Information given is confidential and will only be used for academic
purposes. Your cooperation in providing true information and honest views is
very much appreciated.
Thank You

Part A:
Instruction: Please tick (/) at the appropriate box to show your level of agreement (on
the scale: 1 to 5) for every statements given.
Arahan: Sila tanda (/) pada ruangan yang sesuai untuk menunjukkan aras
persetujuan pada setiap keterangan yang diberi (skala: 1 hingga 5).
1 2 3 4 5
Strongly
disagree
(sangat tidak
setuju)
Strongly agree
(sangat setuju)
Scale of agreement Part A: Factor Criteria on the PERFORMANCE Attributes.
1 2 3 4 5
1. The faculty has sufficient equipment/facilities
Fakulti mempunyai peralatan/kemudahan yang mencukupi
.
2. The faculty has modern and up-to-date equipment/facilities
Fakulti mempunyai peralatan/kemudahan yang moden dan
terkini
.
3. The academic staff (lecturers) are available for guidance and
advice
Staf akademik (pensyarah) bersedia memberikan tunjuk ajar dan
nasihat.
4. The physical facilities of the faculty are visually appealing
Kemudahan fizikal fakulti nampak menarik. (cth: lanskap, wakaf
rehat, TV, surau, hentian menunggu bas)
5. The faculty give a strong support in the student activities and
society.
Fakulti memberikan sokongan yang kuat kepada aktiviti dan
persatuan pelajar.
6. The faculty organize and provide social events for students.
Fakulti mengadakan kegiatan sosial untuk pelajar.(cth: sukan,
riadah dan majlis ramah mesra)
7. The faculty has sufficient academic staff
Fakulti mempunyai staf akademik yang mencukupi.
8. The faculty has a knowledgeable and highly qualified academic
staff (lecturer).
Fakulti mempunyai staf akademik (pensyarah) yang
berpengetahuan dan berkelayakan tinggi.

9. The current program (Bachelor Degree) structure enables me to
be an employable graduate.
Struktur program (Ijazah Sarjana Muda) semasa membolehkan
saya menjadi graduan yang mampu mendapatkan pekerjaan.
Scale of agreement Part A: Factor Criteria on the PERFORMANCE Attributes.
1 2 3 4 5
10. Academic staffs (lecturers) are smart.
Staf akademik (pensyarah)adalah bijak/cerdik/cerdas.
11. Academic staffs (lecturers) are energetic.
Staf akademik adalah bertenaga/cergas/bersemangat.
12. Academic staffs (lecturers) are capable to attract the student’s
attention in the lecture.
Staf akademik (pensyarah) mampu untuk menarik
perhatian pelajar dalam kuliah.
13. Academic staffs (lecturer)are willing to give students individual
attention.
Staf akademik (pensyarah) sanggup memberikan perhatian
secara individu kepada pelajar.
14. The lecturers and students communicate well in the classroom
Pensyarah dan pelajar berkomunikasi dengan baik dalam
bilik kuliah.
15. The administrative staffs are never too busy to responds to a
request for assistance
Staf pentadbiran tidak pernah terlalu sibuk untuk melayan
permintaan pelajar bagi mendapatkan pertolongan.
16. The academic staffs (lecturers)are willing to help in responds to a
request for assistance.
Staf akademik (pensyarah) sanggup untuk membantu
pelajar apabila diperlukan.
17. The academic staffs (lecturers) understand the students’ needs.
Staf akademik (pensyarah) memahami keperluan pelajar
18. Academic staffs (lecturers) deal with me in a caring, and
courteous manner.
Staf akademik (pensyarah) berurusan dengan saya secara
mesra dan beradab sopan.
19. The curriculum is relevant to the industrial needs.
Kurikulum adalah relevan dengan keperluan industri.
20. The curriculum is useful for my future job
Kurikulum berguna untuk pekerjaan saya kelak.
21. The curriculum can fulfil my personal needs.
Kurikulum mampu memenuhi keperluan peribadi saya.

22. The faculty provides the chance to develop students’ abilities
and preparing them for their career. (i.e students activities &
students society- Co-curriculum)
Fakulti memberi peluang kepada pelajar untuk
mengembangkan kebolehan diri dan mempersiapkan mereka
untuk kerjaya.(cth. Aktiviti pelajar, persatuan pelajar, ko-
kurikulum)
Scale of agreement Part A: Factor Criteria on the PERFORMANCE Attributes.
1 2 3 4 5
23. The curriculum provides primary knowledge (in management)
required by the students.
Kurikulum menyediakan pengetahuan utama (dalam
pengurusan) seperti yang dikehendaki pelajar.
24. The curriculum develops primary :
Kurikulum membina kemahiran utama berikut:
a) Communication skills (komunikasi)
b) Analytical skills (menganalisis/analitikal)
c) Computer skills (komputer)
d) Managerial & teamwork skill (pengurusan & kerja
berpasukan)
e) Technical skills (teknikal)
25. The curriculum is flexible and cross-disciplinary.
Kurikulum adalah fleksibel dan silang bidang. (cth: pelajar
pengurusan mengambil subjek kejuruteraan)
26. The faculty provides the information on the career opportunities.
Fakulti memberikan informasi tentang peluang kerjaya.
27. The lecturers are capable to give lecture & presentation
effectively.
Pensyarah mampu menyampaikan syarahan dan
pembentangan dengan efektif.
28. The lectures & course works given are in compliance with the
module requirement.
Kuliah dan kerja kursus yang diberikan mematuhi
keperluan modul.
29. The lecturers are consistently focused on the learning outcome
(subjects’ objective) for the subjects throughout the semester.
Pensyarah secara konsisten fokus kepada hasil
pembelajaran subjek (objektif matapelajaran)sepanjang
semester.
30. The faculty provides a proper channel for students to give
feedback and ideas.
Fakulti menyediakan saluran yang sewajarnya bagi pelajar
memberikan idea dan maklumbalas.

31. The faculty management is willing to take the opinions of
students.
Pengurusan fakulti sedia mengambil pendapat pelajar.
32. The faculty provides useful information related to the students
needs.
(i.e: Scholarship, job opportunities, Financial support, counselling
etc)
Fakulti menyediakan informasi yang berguna berkaitan
keperluan pelajar. (cth. Biasiswa, peluang pekerjaan,
bantuan kewangan, kaunseling, dll)
Scale of agreement Part A: Factor Criteria on the PERFORMANCE Attributes.
1 2 3 4 5
33. The lecturers encourage students to participate and give
feedback during class.
Pensyarah menggalakkan pelajar untuk mengambil
bahagian dan memberikan maklumbalas sewaktu kuliah.
34. The faculty and its staff still keep their promises to give the best
services and advise related to the academic matters (i.e. subject
registration, drop/insert subject, course minor/major)
Fakulti dan stafnya menepati janji untuk memberikan
perkhidmatan terbaik dan nasihat berkenaan hal-ehwal
akademik. (cth. Pendaftaran subjek, insert/delete, dll)
35. The teaching & learning process is correct and accurate as what
was promised and up to date.
Proses pengajaran dan pembelajaran adalah betul, dan
tepat seperti yang dijanjikan.
36. The teaching & learning process is up to date as what was
promised.
Proses pengajaran dan pembelajaran adalah terkini seperti
yang dijanjikan.
37. The faculty is capable of:
Fakulti mampu:
a) handling customer complaints (menangani aduan
pelajar)
b) giving resolution(s) (memberikan jalan penyelesaian)
c) solving problems. (menyelesaikan masalah)

PART B: PROFAIL
Instruction: Please tick (/) at the appropriate box
Arahan: Sila tandakan (/) pada ruang yang bersesuaian
1. Student status
Status Pelajar
1
st
year student
2
nd
year student
3
rd
year student
4
th
year student
2. Course / Kursus
SHD/SHT
SHF/SHG
SHR/SHP
3. Race
Bangsa
Malay
Chinese
Indian
Other, please state:
4. Gender
Jantina
Male
Female
5. CPA
3.7-4
3.5-3.699
3.0-3.499
2.3-2.999
<2.3

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