Service quality in a research university : a post-graduate perspective

Abstract

Learner experience to higher education service in any High Educational Institution is intricate and multifaceted. Even though it has become a major issue in higher education worldwide, in Malaysia it has gained serious attention only in the last few years due to overwhelming application of international learners in its local university. After spending minimum one semester or more than that in the local universities they have attended, these learners from different perception and perspective depending on situation and experience that they have gained while studying especially at a post-graduate level. This paper presents the findings from funded research project investigating the post-graduate learner's perspective on education service quality based on effectiveness of managing the quality of teaching and learning in High Educational Institution. Two method of collecting data focusing on quantitative and qualitative method are used. The Analysis Model of SERVPERF had been used for Questionnaire about service quality. A simple random sampling is used among international post-graduate learners. This paper will discuss the findings and the implications of the study towards generating good educational services whilst concurrently producing qualified post-graduate learners in high regarded research university quality image by providing an elevated, sophisticated and acclaimed service quality towards its international learner. (C) 2011 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of Dr Zafer Bekirogullari.