Modelling of quality technical education using path analysis

Research output: Contribution to journalArticle

Abstract

This study discusses the relationship between education service quality factors, customer value and customer satisfaction in measuring the quality of technical education in a technical university in Malaysia. To examine these relationships, a model from past study on engineering education quality measures technical education quality. This model is also expanded to a path model which combines all relationships existing in the model. Path analysis simultaneously tests all relationships between education service quality factors, customer value and customer satisfaction. As a result, a suitable model describing the quality of technical education is established. This study finds there is a direct effect between some education service quality factors, namely customer focus, course delivery, campus facilities and communication, and customer satisfaction. There is also an indirect relationship between education service quality factors (specifically commitment of top management and leadership, congenial learning environment, continuous assessment and improvement) and customer satisfaction through customer value.

Original languageEnglish
Pages (from-to)C834-C851
JournalANZIAM Journal
Volume51
Publication statusPublished - 2010

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Path Analysis
Customer Satisfaction
Quality Factor
Service Quality
Modeling
Customers
Engineering Education
Direct Effect
Model
Malaysia
Quality Measures
Leadership
Learning Environment
Education
Relationships
Path

ASJC Scopus subject areas

  • Mathematics (miscellaneous)

Cite this

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abstract = "This study discusses the relationship between education service quality factors, customer value and customer satisfaction in measuring the quality of technical education in a technical university in Malaysia. To examine these relationships, a model from past study on engineering education quality measures technical education quality. This model is also expanded to a path model which combines all relationships existing in the model. Path analysis simultaneously tests all relationships between education service quality factors, customer value and customer satisfaction. As a result, a suitable model describing the quality of technical education is established. This study finds there is a direct effect between some education service quality factors, namely customer focus, course delivery, campus facilities and communication, and customer satisfaction. There is also an indirect relationship between education service quality factors (specifically commitment of top management and leadership, congenial learning environment, continuous assessment and improvement) and customer satisfaction through customer value.",
author = "Wan, {N. N.} and {Mohd. Suradi}, {Nur Riza} and Zainol Mustafa and Ismail, {Wan Rosmanira} and {Mohd Ali}, Zalina and {Ahmad Shahabuddin}, Faridatulazna",
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AU - Ismail, Wan Rosmanira

AU - Mohd Ali, Zalina

AU - Ahmad Shahabuddin, Faridatulazna

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