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An investigation on the dimensions of service quality in private schools
Teoh, Sian Hoon1, Faziana Satiman2.
The study was conducted to investigate the level of service quality for
different dimensions based on the perception of private school teachers
towards service quality. The investigation indicated level of perception
for different dimensions namely tangibles, responsiveness, empathy,
reliability and assurance. A questionnaire on Service Quality (SERVQUAL)
was administered to a total of 93 teachers in private schools in Selangor,
Malaysia. The findings indicated that teachers at the selected private schools
had significant higher perception when the level of perception was compared
with the middle score of the scale (middle score =5.5 with full scale ranging
from ‘1’ to ‘10’). On the other hand, the results indicated that the teachers’
perceptions for all the dimensions were significantly more than the middle
scale of ‘5.5’. The dimensions in the service quality were significantly
correlated. Dimensions of assurance and empathy have been identified as
important dimensions in the service quality. These two dimensions were
highly correlated with responsiveness as well.
Affiliation:
- Universiti Teknologi MARA, Malaysia
- Universiti Teknologi MARA, Malaysia
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Indexation |
Indexed by |
MyJurnal (2021) |
H-Index
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2 |
Immediacy Index
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0.000 |
Rank |
0 |
Indexed by |
Scopus 2020 |
Impact Factor
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CiteScore (0.5) |
Rank |
Q4 (Education) |
Additional Information |
SJR (0.198) |
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