Critical factors of service quality in a graduate school of Malaysia

  • Noor Hazilah Abd Manaf, Khaliq Ahmad, Selim Ahmed
  • International Journal of Quality and Service Sciences, November 2013, Emerald
  • DOI: 10.1108/ijqss-07-2012-0006

Quality of MBA Education in Malaysia

Photo by Devin Avery on Unsplash

Photo by Devin Avery on Unsplash

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.

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.


Professor Khaliq Ahmad bin Mohamad
Qassim University

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.

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The following have contributed to this page: NOOR HAZILAH ABD MANAF, Professor Khaliq Ahmad bin Mohamad, and Dr Selim Ahmed