Service Quality in Higher Education: Comparing the Perceptions of Stakeholders

Malliga Marimuthu, Ishak Ismail

Research output: Contribution to journalArticlepeer-review


Due to the rising competition between higher educational institutions, there is an increasing awareness of the importance of enhancing service quality to ensure the institutions continuous survival and success in the competitive market. However providing precise and adequate services to the customers from various backgrounds in the stakeholders list (e.g. faculty, student, parent, and employer) became great challenges to the higher educational institution nowadays. This paper empirically examines issues and some critical aspects
concerning the development of service quality measures for educational institution that include various members of stakeholders as customers. This paper is expected to give a better understanding of service quality’s improvement strategies in higher educational sector
Original languageEnglish
Pages (from-to)87-100
Number of pages14
JournalAIMS International Journal of Management
Issue number2
Publication statusPublished - May 2012
Externally publishedYes
EventNinth AIMS International Conference on Management - Pune, India
Duration: 1 Jan 20124 Jan 2012


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