Title: Student perceptions of service quality in the school of accounting: a case analysis of a private university in Malaysia

Authors: Chee-Hoong Lam, Felix Chee-Yew Ng, Peter Sin-Howe Tan, King-Tak Yew

Addresses: Faculty of Business and Finance, Universiti Tunku Abdul Rahman (UTAR), Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Business and Finance, Universiti Tunku Abdul Rahman (UTAR), Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Business and Finance, Universiti Tunku Abdul Rahman (UTAR), Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Business and Finance, Universiti Tunku Abdul Rahman (UTAR), Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia

Abstract: The purpose of this paper is to explore the relationship between the service quality dimensions (assurance, responsiveness, empathy, reliability and tangibles) and the overall academic performance service quality. Questionnaires were circulated to 300 students from the school of accounting which resulted in a 75% response rate. The findings from this research have shown that assurance and responsiveness are positively associated with overall academic performance of service quality. Hence, both the academicians and practitioners are recommended to think about these relevant service quality dimensions when assessing the overall academic performance service quality within the school of accounting. Research implications and limitations are discussed.

Keywords: academic performance; student perceptions; Malaysia; higher education; universities; private education; accounting education; business schools; assurance; responsiveness; empathy; reliability; tangibles; academicians; teaching staff; practitioners; economics; service industries; service quality management; developing countriess; newly industrialised nations.

DOI: 10.1504/IJSEM.2011.037182

International Journal of Services, Economics and Management, 2011 Vol.3 No.1, pp.122 - 133

Published online: 30 Nov 2010 *

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