Year 2019, Volume 20, Issue 1, Pages 17 - 34 2019-01-01

Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia

Fazelina Sahul HAMID [1] , Nick YIP [2]

43 76

Assessment of the quality of distance education institutions has become an important issue that needs to be addressed to ensure program survival. This study uses SERVPERF model to identify the differences that exists in students’ perception of service quality in public and private universities in Malaysia that offer distance education. Our study confirms that this model is valid and reliable. We find that the students’ overall perception of service quality is lower in all five dimensions of service quality for the private universities. The dimensions that influence overall service quality are noticeably different for public and private universities. This suggests that private universities need to improve their service provision in order to remain competitive. Managerial implications of the major findings are discussed.

Service Quality, SERVPERF model, distance education; higher learning institutions
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Primary Language en
Subjects Social
Journal Section Articles

Orcid: 0000-0002-9140-9789
Author: Fazelina Sahul HAMID (Primary Author)

Orcid: 0000-0003-4550-8994
Author: Nick YIP

Bibtex @research article { tojde522368, journal = {Turkish Online Journal of Distance Education}, issn = {1302-6488}, address = {Anadolu University}, year = {2019}, volume = {20}, pages = {17 - 34}, doi = {10.17718/tojde.522368}, title = {Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia}, key = {cite}, author = {HAMID, Fazelina Sahul and YIP, Nick} }
APA HAMID, F , YIP, N . (2019). Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia. Turkish Online Journal of Distance Education, 20 (1), 17-34. DOI: 10.17718/tojde.522368
MLA HAMID, F , YIP, N . "Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia". Turkish Online Journal of Distance Education 20 (2019): 17-34 <>
Chicago HAMID, F , YIP, N . "Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia". Turkish Online Journal of Distance Education 20 (2019): 17-34
RIS TY - JOUR T1 - Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia AU - Fazelina Sahul HAMID , Nick YIP Y1 - 2019 PY - 2019 N1 - doi: 10.17718/tojde.522368 DO - 10.17718/tojde.522368 T2 - Turkish Online Journal of Distance Education JF - Journal JO - JOR SP - 17 EP - 34 VL - 20 IS - 1 SN - 1302-6488- M3 - doi: 10.17718/tojde.522368 UR - Y2 - 2018 ER -
EndNote %0 Turkish Online Journal of Distance Education Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia %A Fazelina Sahul HAMID , Nick YIP %T Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia %D 2019 %J Turkish Online Journal of Distance Education %P 1302-6488- %V 20 %N 1 %R doi: 10.17718/tojde.522368 %U 10.17718/tojde.522368
ISNAD HAMID, Fazelina Sahul , YIP, Nick . "Comparing Service Quality in Public vs Private Distance Education Institutions: Evidence Based on Malaysia". Turkish Online Journal of Distance Education 20 / 1 (January 2019): 17-34.