An Evaluation Of The Quality Of Premier Universities' Services And Facilities In Malaysia

Abstract

Education has a critical role in realizing Malaysia's aspirations to be a developed country in the world. Empirical research was completed to evaluate and assess the fundamental aspects of the quality of services and facilities of premier universities (world-ranked) in the Klang Valley, Malaysia, particularly in terms of non-academic aspects, academic aspects, reliability/access, empathy/understanding, reputation, and program issues. This research employed Firdaus Abdullah (2006) Higher Education Performance (HedPerf) instrument because service quality has a substantial influence on student satisfaction. The survey involved 1440 respondents, consisting of university students who were approached randomly at various faculties at two world-ranked public universities and two world-ranked private universities. This research found that university students were extremely satisfied with academic concerns and a university's strong reputation. Students were pleased with the quality of academic courses and programs, as well as the academic staff's positive attitude and work habits. This is the main deciding factor for both domestic and foreign students when selecting a renowned university. Academic supporting services, career counseling services, dean of student services, testing grading system, course content, instruction, university attitudes toward students, offering a diverse range of courses, and class size were the areas of students' needs and satisfaction. Quality of services and facilities is a extremely important factor for internationalization, global competition, and the future sustainability of a university.