Measuring Service Quality Gap and Customer satisfaction using SERVQUAL Model at International Schools in Malaysia

Authors

Shuhaimi Haji Mohd Sauh, Manipal International University, Nilai, NS, MalaysiaFollow

Abstract

This paper examines the relationship between service quality and customer satisfaction in selected international schools in Malaysia. To measure the quality gap in international schools of Malaysia, this study used the SERVQUAL model. Our findings show that there is a gap between the quality the parents expected and the service they actually received in all the dimensions of service quality.

Recommended Citation

Haji Mohd Sauh, Shuhaimi (2018) "Measuring Service Quality Gap and Customer satisfaction using SERVQUAL Model at International Schools in Malaysia," Manipal Journal of Science and Technology: Vol. 3: Iss. 2, Article 4.
Available at: https://impressions.manipal.edu/mjst/vol3/iss2/4