Abstract
The influence of service quality on organizational performance has captured a greater attention in corporate and academic world. The public universities in Malaysia are no different than such corporate world in terms of quality, services, and outcome. Hence, investigation of the influence of academic service quality on the organizational performance in public universities in Malaysia is the key attention of this study. A survey was conducted by drawing a sample of 435 international students from three public universities in Malaysia, by using a questionnaire developed by modification of SERVQUAL. The modified questionnaire assessing academic service quality comprises of five dimensions such as academic resources, academic competence, skills development, attitude, and responsiveness. Data obtained were analyzed by using techniques such as principal component analysis, one-way ANOVA, correlation, and multiple regression. Results indicated that the three universities provided the same level of academic service quality. It was also found that all the five dimensions of academic service quality significantly influenced the organizational performance. This study concludes by advocating the need of comparative studies between public and private universities in Malaysia and across countries.
Highlights
In the last decade, a successful era of transition and transformation is witnessed in public universities in Malaysia [1]
In the context of public universities in Malaysia, international students are one of the most important stake holders, and their expectations and satisfaction are taken on high priority by the university management [18]. e rationale behind considering international students as one of the important stake holders is that the tuition fees they contribute is the major income for universities and other higher educational institutions
The importance of financial contribution by international students to the national income (Ministry of Higher Education (MOHE), 2012) set up a strategic plan known as Strategic Plan of Malaysian Higher Education in view to achieve the goals, vision, and mission for Malaysia to become a hub of educational excellence of higher education by the year 2020
Summary
In the last decade, a successful era of transition and transformation is witnessed in public universities in Malaysia [1]. In the context of public universities in Malaysia, international students are one of the most important stake holders, and their expectations and satisfaction are taken on high priority by the university management [18]. Ough it is important to consider the perceptions of other stake holders such as academic faculty members, students, parents, nonacademic staff, industry, and community which this study has carried out, this article intends to focus on international students owing to the above stated reasons. (1) What are the perceptions of international students on academic service quality provided and subsequent organizational performance in three public universities?. (2) Do the perceptions of international students on academic service quality and subsequent organizational performance differ significantly in three universities?. (4) Which factors of academic service quality are significant predictors of organizational performance in three Malaysian universities?
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