The Impact of Resource Input Model of Education Quality on the Overall Students’ Perceived Service Quality

Students’ retention and their academic performance are influenced by the service quality provided by higher education institutions (Sander, Stevenson, King and Coates, 2000). As such, it is vital to identify the determinants of the overall students’ perceived service quality. The aim of this research is to evaluate and validate the determinants of the overall students’ perceived service quality in a private higher education institution in Malaysia, based on the combination of both the ‘inside-out’ and ‘outside-in’ approaches as well as the resource input model of education quality. A total of 458 undergraduate business students from a private university in Malaysia participated in this research. The findings revealed that contact personnel, access to facilities, cost of courses offered, physical facilities of the tertiary institution and resource input model of education quality were positively related to the overall students’ perceived service quality. Keywords: service quality; education quality; perceived service quality Résumé: La mémoire et la performance scolaire des étudiants sont influencées par la qualité des services fournis par les établissements d'enseignement supérieur (Sander, Stevenson, King and Coates, 2000). Il est donc important d'identifier les déterminants de la qualité de l'ensemble des services per ue par les étudiants. Le objectif de cette recherche est d'évaluer et de valider les déterminants de la qualité de l'ensemble des services per ue par les étudiants dans un établissement d'enseignement supérieur privé en Malaisie. Cette recherche est basée sur la combinaison de deux approches "inside-out