The Competitive Advantages In Private Higher Education

This study attempts to examine the relationship between service quality and students satisfaction and determining the competitive advantage dimensions that contribute most to the students satisfaction in a private higher education institution in Malaysia. To determine the relationship between service quality and students satisfaction, Michael Porter s theory of competitive advantage was used to analyse the research questions. Through this method, the service quality was examined through three generic strategies of the competitive advantage theory, such as cost leadership, differentiation and focus. The study reveals that there were correlations between service quality and students satisfaction. The students were satisfied with the environment and service differentiation strategy used by the institution to enhance its service quality.

Auteur

El Dr. Shankar Chelliah está actualmente afiliado a la Universiti Sains Malaysia (USM), con sede en Penang, Malasia. Antes de convertirse en académico, tiene quince años de experiencia corporativa ocupando varios puestos en empresas de primera línea y actualmente en la sección de Negocios Internacionales.