Factors | Service quality dimensions and attributes |
Administrative quality: Attitude and behavior including attributes No. 1 - 4; Administrative processes including attributes No. 5 - 7. | 1. Willingness of administrative staff members to help students; 2. Ability of administrative staff members to solve students’ problems; 3. Politeness of administrative staffs; 4. Behaviour of administrative staff members imparting confidence in students; 5. Well standardized administrative processes so that there is not much bureaucracy and useless difficulties; 6. Administrative procedures are clear and well structured so that service delivery times are minimum; 7. Transparency of official procedures and regulations. |
Physical environmental quality: Support infrastructure attributes including No. 8 - 11; Learning setting attributes including No. 12 - 14; General infrastructure attributes including No. 15 - 17. | 8. Availability of adequate cafeteria infrastructure; 9. Availability of adequate library infrastructure; 10. Availability of adequate recreational infrastructure; 11. Availability of adequate sports infrastructure; 12. Having adequate lecture rooms; 13. Having quiet places to study within campus; 14. Availability of adequate teaching tools and equipment (e.g. Projector, White boards); 15. Favourable ambient conditions (ventilation, noise, odour, etc.) prevailing within the campus; 16. Safety on campus; 17. Appearance of buildings and grounds. |
Core educational quality: Attitude and behavior attributes including No. 18 - 23; Curriculum attributes including No. 24 - 27; Pedagogy attributes including No. 28 - 31; Competence attributes including No. 32 - 34. | 18. Lecturers understanding students’ needs; 19. Lectures giving personal attention to students; 20. Availability of lecturers to guide and advise students; 21. Prevalence of a culture of sharing and collaboration among lecturers; 22. Behaviour of lecturers instilling confidence in students; 23. Lecturers appearing to have students’ best interest at heart; 24. Clearly defined course content and course objectives; 25. Usefulness of module content and design to cater for the personal needs of students; 26. Challenging academic standards of programs to ensure students’ overall development; 27. Relevance of course content to the future/current job of students; 28. Use of multimedia in teaching (e.g. use of overhead projector, power-point presentations); 29. Active participation of students in their learning process; 30. Provision of regular feedback to students with respect to their academic performance; 31. Well designed examinations and continuous assignment to promote the enhancement of knowledge skills; 32. Theoretical knowledge, qualifications and practical knowledge of lecturers; 33. Communication skills of lecturers; 34. Lecturers are up-to-date in their area of expertise. |
Support facilities quality: Support facilities attributes including No. 35 - 40. | 35. Reasonable pricing and quality of food and refreshments on campus; 36. Availability of adequate IT facilities; 37. Availability and adequacy of photocopy and printing facilities; 38. Availability of transport facilities; 39. Amount of opportunity for sports and recreational facilities; 40. Availability and adequacy of extracurricular activities including those through clubs and societies. |
Transformative quality: Transformative attributes including No. 41 - 48. | 41. Enabling students to be emotionally stable; 42. Increase in self-confidence of students; 43. Development in students’ critical thinking; 44. Increase in self-awareness of students; 45. Development of problem-solving skills with respect to their field of study; 46. Enabling students to transcend their prejudices; 47. Acquiring adequate knowledge and skills to perform future job; 48. Increase in knowledge, abilities and skills of students. |