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Targeting postgraduate students, the study examines their expectations and perceptions of service quality in selected HEIs. Quantitative evidence is collected via the SERVQUAL instrument using a cross-sectional survey of 72 respondents, analyzed with SPSS 23, Pearson correlation, and multiple regression. MANOVA tests assess interaction effects, with significant differences only between male and female groups.",{"@graph":69,"@context":126},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/service-quality-in-higher-education-expectations-and-perceptions-of-students-article/591737/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/service-quality-in-higher-education-expectations-and-perceptions-of-students-article/591737.png","ImageObject",300,407,{"name":92,"@type":93},"Dipper","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-11-05","2026-10-15",true,{"@type":102,"interactionType":103,"userInteractionCount":44},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118,122],{"name":109,"@type":110,"acceptedAnswer":111},"What does the study examine regarding higher education services in the Maldives?","Question",{"text":112,"@type":113},"It investigates postgraduate students' expectations and perceptions of service quality in selected higher learning institutions in the Maldives.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How is service quality measured in the research?",{"text":117,"@type":113},"The study uses the SERVQUAL instrument and analyzes quantitative survey data with SPSS version 23.",{"name":119,"@type":110,"acceptedAnswer":120},"What are the key statistical findings about expectations and perceptions?",{"text":121,"@type":113},"Pearson correlation and multiple regression show a positive but weak relationship between expectations and perceptions across the five SERVQUAL dimensions.",{"name":123,"@type":110,"acceptedAnswer":124},"Did the study find differences between student groups?",{"text":125,"@type":113},"MANOVA results indicate differences only between male and female groups; the other group pair comparisons accepted null hypotheses.","https://schema.org",{"og:url":83,"og:type":128,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":130,"canonical":83},"index,follow",{"doc_id":132,"site_id":62},591737,1792188890,{"code":4,"msg":5,"data":135},{"doc_id":132,"user_id":136,"nickname":92,"user_avatar":137,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":138,"file_id":139,"file_url":140,"file_type":141,"file_size":142,"view_count":44,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":143,"language":144,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":145,"faqs":146,"seo_title":147,"seo_description":67,"update_tm":148,"read_time":149,"preview_page_count":4},1374404997633,"https://ap-avatar.wpscdn.com/davatar_a8503ba1806abce46bf441b54a3ca4cd","Asian Journal of Contemporary Education  \nISSN(e): 2617-1252  \nDOI: 10.18488/journal.137.2018.22. 70.83 Vol. 2, No. 2, 70-83  \n© 2018 AESS Publications. All Rights Reserved. [URL:](URL: www.aessweb.com)[ ](URL: www.aessweb.com)[www.aessweb.com](URL: www.aessweb.com)  \nSERVICE QUALITY IN HIGHER EDUCATION: EXPECTATIONS AND PERCEPTIONS OF STUDENTS  \nAhmed Asim1  \n Naresh Kumar2+  \n1Lecturer, Avid College, Male Maldives, Maldives  \n2Professor, Global Entrepreneurship Research and Innovation Centre Universiti Malaysia Kelantan, Malaysia  \n(+ Corresponding author)  \nABSTRACT  \nArticle History  \nReceived: 13 July 2018  \nRevised: 1 August 2018  \nAccepted: 3 August 2018  \nPublished: 7 August 2018  \nKeywords  \nHigher education institution  \nExpectations Perceptions Service quality Students Maldives.  \nQuality of services, as judged by students, has become paramount to attract and retain students in the competitive atmosphere of higher education provision in the Maldives. With increasing awareness, students demand wider choices. Postgraduate students were targeted to ascertain their expectations and perceptions about the quality of services at selected higher learning institution (HEI) in the Maldives. Quantitative data was collected using the SERVQUAL instrument. A cross-sectional survey design was employed, and 72 samples were obtained. The data were analyzed using the statistical package SPSS version 23. After application of Pearson correlation tests and multiple regression analysis, the findings revealed that there was a positive but a weak relationship between expectations and perceptions on all the five different dimensions of the SERVQUAL instrument. Interaction effects related to expectations and perceptions between four different groups were tested using MANOVAs. The results were detected only between groups of males and females and in all the other three pairs of groups, null hypotheses were accepted. Implications and suggestions for future research discussed.  \nContribution/ Originality: This study is one of the very few studies which have investigated the expectations and perceptions of postgraduate students on service quality of higher education institution in Maldives. 􀀊  \n1. INTRODUCTION  \nService industries have become the driving force of developing economies, and the competition among these economies has rendered the quality of services the critical determinants of success. Especially, in a service like the provision of higher education, positive word-of-mouth feedback, the loyalty of graduates and courses that cater to the needs of prospective students play a crucial role in giving institutions a competitive advantage (Burns and Bush, 2006) . Globalization and student awareness have enabled Maldivians to be informed about recent developments in higher education and quality of services to be minimally acceptable. For this reason, successful institutions continuously measure the quality of services they provide and work towards maintaining student needs. Students are regarded as the most valuable asset of any successful higher education institutions (HEIs) (Nell and Cant, 2014) . Such measures will enable institutions to ascertain methods for improving expectations and build student loyalty. Lovelock et al. (2009) explain that student satisfaction is highly correlated with staff satisfaction and this sets a  \nchain of relationships between satisfaction, retention, and productivity leading to revenue growth and profitability. Sickler (2013) confirms in a study of undergraduate perceptions of service quality that satisfaction is a strong predictor of student retention. Creating educational value to inspire greater confidence in students by offering value-laden benefits, providing specialized treatment and catering to their needs will enhance loyalty and reduce attrition by minimizing defection and dropouts (Arokiasamy and Abdullah, 2012; Dehghan, 2013) .  \nThe trend of customer-orientation is only slowly starting to be rec","cbCaijnULQg5PcLn","https://ap.wps.com/l/cbCaijnULQg5PcLn","pdf",457113,14,"English","# Abstract\n# Article History\n# Keywords\n# 1. INTRODUCTION\n## Service quality in higher education","[{\"question\":\"What does the study examine regarding higher education services in the Maldives?\",\"answer\":\"It investigates postgraduate students' expectations and perceptions of service quality in selected higher learning institutions in the Maldives.\"},{\"question\":\"How is service quality measured in the research?\",\"answer\":\"The study uses the SERVQUAL instrument and analyzes quantitative survey data with SPSS version 23.\"},{\"question\":\"What are the key statistical findings about expectations and perceptions?\",\"answer\":\"Pearson correlation and multiple regression show a positive but weak relationship between expectations and perceptions across the five SERVQUAL dimensions.\"},{\"question\":\"Did the study find differences between student groups?\",\"answer\":\"MANOVA results indicate differences only between male and female groups; the other group pair comparisons accepted null hypotheses.\"}]","SERVICE QUALITY IN HIGHER EDUCATION: EXPECTATIONS AND PERCEPTIONS OF STUDENTS - Article | PDF",1792073099,35]