摘要：Service quality is increasingly recognized as an important aspect of academic programmes. This is because service quality has become a major strategy for improving competitiveness in an educational institution. This research conducted a quantitative survey on students’ perception of a higher educational institute in Malaysia namely Graduate School of Management, IIUM based on service quality performance. This paper mainly focused on critical factors of service quality of academic programmes which are offered by the Graduate School of Management, IIUM. Based on research findings and analysis, this study explored seven dimensions of service quality namely: administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy. In this study, authors used SPSS – 18 and AMOS -16 version to explore seven dimensions of service quality through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). These seven dimensions were tested to measure the relationships with overall students’ satisfaction of Graduate School of Management (GSM), IIUM by using structural equation modeling (SEM) analysis.
关键词：service quality; student satisfaction; education management; graduate school
