Students’ Perception on the Service Quality of Malaysian Universities’ Hostel Accommodation

This research aimed to evaluate students’ perception on the service quality of Malaysian universities’ hostel accommodation. Data was collected from the three Malaysian universities. The outcomes of this research were based on applicability of the Parasuraman et al (1988) service quality framework. For that purpose, 6 hypotheses were proposed to measure all framework related variables (e.g. reliability, responsiveness, assurance, empathy and tangibles). The results did support the applicability of the framework, as all hypotheses were proved to be supportive except one of them. Based on the precise outcomes, it can be said that on overall basis, students perceive service quality at universities’ residence halls to be slightly good. However, the analysis did indicate the fact that for the hostel management, a long distance is still to be covered to reach the level of excellence. If not do so, a slight more decreased in the overall perception level of students may gone negatively for the company.