Service Quality in Higher Education—A Case Study of Universiti Brunei Darussalam

  •  Farooq Alani    
  •  Yasir Yaqoub    
  •  Mahani Hamdan    


No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman’s five Servqual dimensions. The assessment was obtained from the undergraduates’ perspectives across four faculties, and data was collected using e-questionnaire. The questionnaire was distributed to 400 students via email, but only 268 responded. Faculty-wise and university-wise rankings of the means of individual item scores from the questionnaire revealed some consistency in students’ evaluation of quality at UBD. The analysis of variance findings rejected the hypothesis of equality of the mean scores across the four faculties of UBD. Post-hoc analysis and Tukey’s Honestly Significant Difference (HSD) reported significant differences between ‘science-based’ and ‘social sciences-based’ students’ needs and perception of quality. Overall, the results of the study showed that the quality of education services provided by UBD was only satisfactory among all students, rather than being exceptional. Teamwork, communication skills, creativity and innovation indicated by the students signaled the need of TQM implementation in UBD. The study also stressed the role of the university’s administration and management to vigorously improve the quality of services they provide to the students and continue to increase the overall organisational performance.

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