What is it about?

MBA degrees are rampant now days. This effort is to evaluate the service quality of a Graduate School of Management in Malaysia based on many dimensions, namely administrative service, tangibles, academic programs, academic staff, delivery of teaching, assurance, and empathy of academic staff. This will facilitate selection process by potential graduates and sponsoring agencies in Malaysia and elsewhere.

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Why is it important?

Results indicated that potential students have positive and significant perception on administrative service, tangibles, delivery teaching and assurance, but they do not have significant perception on academic programs, academic staff and empathy of academic staff. Thus it contributes in suggested continuous improvement for sake quality and market trust.


This was a great pleasure to survey 221 students of the Graduate School of Management based on the self-administrative research questionnaire. The research data were analyzed by using exploratory factor analysis, reliability analysis, independent samples t-test, and multiple regression analysis. The study can be extended using same research instrument to ensuring quality services for potential and aspiring MBA graduates.

Research Professor Dr. Khaliq Ahmad
Putra Business School-UPM-Malaysia

Read the Original

This page is a summary of: Critical factors of service quality in a graduate school of Malaysia, International Journal of Quality and Service Sciences, November 2013, Emerald, DOI: 10.1108/ijqss-07-2012-0006.
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