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首页> 外文期刊>International journal of quality and service sciences >Critical factors of service quality in a graduate school of Malaysia
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Critical factors of service quality in a graduate school of Malaysia

机译：马来西亚研究生院服务质量的关键因素

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摘要

Purpose - This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff. Design/methodology/approach - This study surveyed 221 students of IIUM Graduate School of Management (GSM) based on the self-administrative research questionnaire. The research data were analyzed by using exploratory factor analysis, reliability analysis, independent samples t-test, and multiple regression analysis. Findings - Results indicate IIUM GSM students have positive and significant perception on administrative service, tangibles, delivery teaching and assurance, but they do not have significant perception on academic programmes, academic staff and empathy of academic staff. Research limitations/implications - This research only conducted in a graduate school of Malaysia and this result might not represent all Malaysian graduate schools. Originality/value - This study's major contribution is that it focuses on the critical factors of service quality in a graduate school of Malaysia and measures the service quality according to the Malaysian contexts.
机译：目的-本文旨在基于行政服务，有形资产，学术课程，学术人员，教学交付，保证和学术人员同情心这七个方面来评估马来西亚高等教育机构的服务质量。设计/方法/方法-这项研究根据自我管理研究问卷调查了IIUM管理学院（GSM）的221名学生。通过探索性因素分析，可靠性分析，独立样本t检验和多元回归分析对研究数据进行分析。调查结果-结果表明，IIUM GSM学生对行政服务，有形物品，交付教学和保证有积极而重要的看法，但对学术课程，学术人员和学术人员的同情心却没有明显的看法。研究的局限性/意义-该研究仅在马来西亚的研究生院进行，该结果可能并不代表所有的马来西亚研究生院。原创性/价值-这项研究的主要贡献在于，它专注于马来西亚研究生院服务质量的关键因素，并根据马来西亚的情况来衡量服务质量。

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