A research framework using SERVQUAL instrument to analyse the quality of services provided by private institutions of higher learning in Malaysia

Abstract

The purpose of this paper is to provide a framework for researchers who intend to conduct research on service quality in education sectors. This paper is written based on the literature review conducted in the area of service quality. Limited studies have been conducted in the area of service quality at higher education in Malaysia. Understanding the service quality expectations and perceptions of the students from the institution of higher learning is important to determine the strength and weaknesses in providing quality of services to its students. This paper highlights the various service quality dimensions used by the researchers to measure the service quality in different types of institutions. It also includes the discussions on the most common methods used to measure the service quality by prominent researchers. It is expected that this paper would provide a good insight to researchers who are planning to conduct research on service quality in education sectors.