Title: Expectation–perception gap in Private Higher Education Institutions in Malaysia

Authors: Salina Daud; Noraina Mazuin Sapuan

Addresses: College of Business Management and Accounting, Universiti Tenaga Nasional, Sultan Haji Ahmad Shah Campus, 26700 Bandar Muadzam Shah, Pahang, Malaysia. ' College of Business Management and Accounting, Universiti Tenaga Nasional, Sultan Haji Ahmad Shah Campus, 26700 Bandar Muadzam Shah, Pahang, Malaysia

Abstract: The issues of quality in Higher Education Institutions (HEIs) in Malaysia are always under public scrutiny, especially for Private Higher Education Institutions (PHEIs). There is little agreement on how the quality is measured. This study examines students| view in relation to their expectation and perception of service quality that they are experiencing in their HEIs. Another purpose of this study is to assess the gap in students| expectations and perceptions towards the quality of service that they had been accorded to from their respective HEIs using the differencing technique. Data was collected using structured questionnaire from 200 students of Business and Management Faculty of the PHEIs. The results showed that PHEIs should improve their ability to perform the promised service dependably and accurately so that they can gain customers| trust.

Keywords: service quality; higher education institutions; expectation analysis; performance analysis; perception gaps; private education; Malaysia; public scrutiny; student expectations; student perceptions; differencing techniques; business faculties; management faculties; promised services; customer trust; education management; universities; KM; knowledge management.

DOI: 10.1504/IJMIE.2012.043999

International Journal of Management in Education, 2012 Vol.6 No.1/2, pp.22 - 37

Available online: 16 Nov 2011 *

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