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THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY

Year 2011, Volume: 3 Issue: 2, 49 - 58, 01.12.2011

Azizah Rajab Hamidah Abdul Rahman Roziana Shaari

Abstract

According to Schiffman and Kanuk (2000), two individual could experience similar exposure but how each individual chooses, coordinates and interprets the information depends greatly on each needs, desire and aspirations. Relatively, a quality service or product provided by an organization will greatly influence customer’s perception on whether to accept or reject the service offered. This paper will highlight and discuss the international student’s perception of service quality in higher learning institute particularly elements that are related to teaching and learning quality in Universiti Teknologi Malaysia, Johor Bahru Campus. A total of 355 international students participated in this study and the instrument used was a set of questionnaire adopted from Hamidah et.al (2004) based on the Analysis Model of SERVPERF

Keywords

International Education Service Quality

References

  • A. Parasuraman, Leonard L. Berry and Valarie A. Zeithaml (1988), “SERVQUAL: A Multiplie Item Scale for Measuring Customer Perception of Service Quality”, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
  • Albert Caruana, Arthur H. Money and Pierre R. Berthon (2000), “Service Quality and Satisfaction-the Moderating Role of Value”, European Journal of Marketing, Vol. 34, No. 11/12, pp. 1338-1352.
  • Asghar Afshar, Mohammad Ali, and Seyed Abbas (2011), “Study the Effects of Customer Service and product Quality on Customer Satisfaction and Loyalty”, International Journal of Humanities and Social Science, Vol. 1, No.7, pp. 253- 260.
  • Beverly K. Khan, Diane M. Strong, and Richard Y.Wang (2002), “Information Quality Benchmarks: Product and Service Performance”, Communications of the ACM, Vol. 45, No. 4.
  • Brenda M. Oldfield and Steven Baron (2000), “Students' Perception of Service Quality in a UK University Business and Management Faculty”, Quality Assurance in Education, Vol. 8, No. 2, pp. 85.
  • Giese L. John and Cote A. Joseph (2002), Defining Consumer Satisfaction. Academy of Marketing Science Review, 2000(1).
  • GS Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman (2002), “The Relationship Between Service Quality and Customer Satisfaction- A Factor Specific Approach”, Journal of Service Marketing, Vol. 16, No.4, pp. 363-379.
  • Hamidah Abdul Rahman, Zainab Khalifah, Shoki Arif, Rosnah Sirin, Hafilah Zainal Abidin and Norzarina Sulong (2004), Kajian Mengenai Tahap Kualiti Pendidikan Tinggi dari Perspektif Pelajar di Universiti Teknologi Malaysia. Vote 75017.
  • Kah-Hin Chai, Yi Ding, and Yufeng Xing (2009), Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry Service Science, Vol. 1, No.2, pp.93-106.
  • Ken Clarke (2001), “What Price on Loyalty When a Brand is Just a Click Away?”, Qualitative Market Research: An International Journal, Vol. 4, No. 3, pp. 160-168.
  • Leon G. Schiffman and Leslie Lanzar Kanuk (2000), Consumer Behavior. International. Inc.: Prentice-Hall.
  • Mercedes Marzo Navarro, Pedraja Iglesias and Pilar Rivera Torres (2005), “A New Management Element of Universities: Satisfaction with the Courses Offered”, International Journal of Education Management, Vol. 19, No. 6, pp. 505-526.
  • Miller E. Robert and Nita G. Brooks (2010), “Class Service Quality: Moving Beyond SERVQUAL”, Information Systems Educators Conference, Vol. 27, No. 1394.
  • Mubbsher Munawar Khan, Ishfaq Ahmad and Muhammd Musarrat Nawaz (2011), “Student's Perspective of Service Quality in Higher Learning Institutions: An Evidence Based Approach”, International Journal of Business and Social Science, Vol. 2 No.11, pp. 159-164.
  • Oyvind Helgesen and Erik Nesset (2007), “What Accounts for Students' Loyalty? Some Field Study Evidence”, International Journal of Education Management, Vol. 21, No. 2, pp. 126-143.
  • Rudolf Kruse, Matthias Steinbrecher and Christian Moewes (2010), “Data Mining Applications in the Automotive Industry”, 4th International Workshop on Reliable Engineering Computing.
  • Sik Sumaedi and Gede Mahatma Yuda Bakti (2011), “The Students' Percieved Quality Comparison of ISO 9001 and Non-ISO 9001 certified School: An Empirical Evaluaiton”, International Journal of Engineering & Technology IJET- IJENS, Vol.11, No.1, pp. 104-108.
  • Wayney D. Hoyer and DJ MacInnis (2001), Consumer Behavior. Boston: Houghton Mifflin Company.

Year 2011, Volume: 3 Issue: 2, 49 - 58, 01.12.2011

Azizah Rajab Hamidah Abdul Rahman Roziana Shaari

Abstract

References

  • A. Parasuraman, Leonard L. Berry and Valarie A. Zeithaml (1988), “SERVQUAL: A Multiplie Item Scale for Measuring Customer Perception of Service Quality”, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
  • Albert Caruana, Arthur H. Money and Pierre R. Berthon (2000), “Service Quality and Satisfaction-the Moderating Role of Value”, European Journal of Marketing, Vol. 34, No. 11/12, pp. 1338-1352.
  • Asghar Afshar, Mohammad Ali, and Seyed Abbas (2011), “Study the Effects of Customer Service and product Quality on Customer Satisfaction and Loyalty”, International Journal of Humanities and Social Science, Vol. 1, No.7, pp. 253- 260.
  • Beverly K. Khan, Diane M. Strong, and Richard Y.Wang (2002), “Information Quality Benchmarks: Product and Service Performance”, Communications of the ACM, Vol. 45, No. 4.
  • Brenda M. Oldfield and Steven Baron (2000), “Students' Perception of Service Quality in a UK University Business and Management Faculty”, Quality Assurance in Education, Vol. 8, No. 2, pp. 85.
  • Giese L. John and Cote A. Joseph (2002), Defining Consumer Satisfaction. Academy of Marketing Science Review, 2000(1).
  • GS Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman (2002), “The Relationship Between Service Quality and Customer Satisfaction- A Factor Specific Approach”, Journal of Service Marketing, Vol. 16, No.4, pp. 363-379.
  • Hamidah Abdul Rahman, Zainab Khalifah, Shoki Arif, Rosnah Sirin, Hafilah Zainal Abidin and Norzarina Sulong (2004), Kajian Mengenai Tahap Kualiti Pendidikan Tinggi dari Perspektif Pelajar di Universiti Teknologi Malaysia. Vote 75017.
  • Kah-Hin Chai, Yi Ding, and Yufeng Xing (2009), Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry Service Science, Vol. 1, No.2, pp.93-106.
  • Ken Clarke (2001), “What Price on Loyalty When a Brand is Just a Click Away?”, Qualitative Market Research: An International Journal, Vol. 4, No. 3, pp. 160-168.
  • Leon G. Schiffman and Leslie Lanzar Kanuk (2000), Consumer Behavior. International. Inc.: Prentice-Hall.
  • Mercedes Marzo Navarro, Pedraja Iglesias and Pilar Rivera Torres (2005), “A New Management Element of Universities: Satisfaction with the Courses Offered”, International Journal of Education Management, Vol. 19, No. 6, pp. 505-526.
  • Miller E. Robert and Nita G. Brooks (2010), “Class Service Quality: Moving Beyond SERVQUAL”, Information Systems Educators Conference, Vol. 27, No. 1394.
  • Mubbsher Munawar Khan, Ishfaq Ahmad and Muhammd Musarrat Nawaz (2011), “Student's Perspective of Service Quality in Higher Learning Institutions: An Evidence Based Approach”, International Journal of Business and Social Science, Vol. 2 No.11, pp. 159-164.
  • Oyvind Helgesen and Erik Nesset (2007), “What Accounts for Students' Loyalty? Some Field Study Evidence”, International Journal of Education Management, Vol. 21, No. 2, pp. 126-143.
  • Rudolf Kruse, Matthias Steinbrecher and Christian Moewes (2010), “Data Mining Applications in the Automotive Industry”, 4th International Workshop on Reliable Engineering Computing.
  • Sik Sumaedi and Gede Mahatma Yuda Bakti (2011), “The Students' Percieved Quality Comparison of ISO 9001 and Non-ISO 9001 certified School: An Empirical Evaluaiton”, International Journal of Engineering & Technology IJET- IJENS, Vol.11, No.1, pp. 104-108.
  • Wayney D. Hoyer and DJ MacInnis (2001), Consumer Behavior. Boston: Houghton Mifflin Company.
There are 18 citations in total.

Details

Other ID JA36MJ56MJ
Journal Section Articles
Authors

Azizah Rajab This is me

Hamidah Abdul Rahman This is me

Roziana Shaari This is me

Publication Date December 1, 2011
Published in Issue Year 2011 Volume: 3 Issue: 2

Cite

APA Rajab, A., Rahman, H. A., & Shaari, R. (2011). THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY. International Journal of Social Sciences and Humanity Studies, 3(2), 49-58.
AMA Rajab A, Rahman HA, Shaari R. THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY. IJ-SSHS. December 2011;3(2):49-58.
Chicago Rajab, Azizah, Hamidah Abdul Rahman, and Roziana Shaari. “THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY”. International Journal of Social Sciences and Humanity Studies 3, no. 2 (December 2011): 49-58.
EndNote Rajab A, Rahman HA, Shaari R (December 1, 2011) THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY. International Journal of Social Sciences and Humanity Studies 3 2 49–58.
IEEE A. Rajab, H. A. Rahman, and R. Shaari, “THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY”, IJ-SSHS, vol. 3, no. 2, pp. 49–58, 2011.
ISNAD Rajab, Azizah et al. “THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY”. International Journal of Social Sciences and Humanity Studies 3/2 (December 2011), 49-58.
JAMA Rajab A, Rahman HA, Shaari R. THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY. IJ-SSHS. 2011;3:49–58.
MLA Rajab, Azizah et al. “THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY”. International Journal of Social Sciences and Humanity Studies, vol. 3, no. 2, 2011, pp. 49-58.
Vancouver Rajab A, Rahman HA, Shaari R. THE INTERNATIONAL STUDENTS’ PERCEPTION TOWARDS THE EDUCATION QUALITY. IJ-SSHS. 2011;3(2):49-58.