期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2010
卷号：5
期号：8
页码：154
DOI：10.5539/ijbm.v5n8P154
出版社：Canadian Center of Science and Education
摘要：Service quality has become an important topic in the services marketing literature because it affects the cost, profitability, customer satisfaction, and customer retention (Buzzell & Gale, cited in Buttle, 1996; Bolton & Drew, 1991; Reichheld & Sasser, 1990). As such, it is crucial to identify the determinants of the students’ perceived service quality in higher education. The aim of this research is to investigate the determinants of students’ perceived service quality for a private higher education institution in Malaysia, based on the process model of education quality. A total of 458 undergraduate business students from a private university in Malaysia participated in this research. The research found that quality of librarians, staff responsiveness from the Division of Examinations and Awards, curriculum, amount of recreational activities, and the process model of education quality are positively related to the students’ perceived service quality.
