An empirical study of service quality in part-time MBA programs in private and public universities in Thailand

This study investigated the differences in expectations and perceptions of service quality of MBA programs in both public and private universities in Thailand. It also examined demographic variables (gender, income level and employment status). Respondents included part-time MBA students in public and private universities in Thailand. The questionnaire developed for this study was based on the SERVQUAL and QUALED and the input of a panel of business school professors with teaching experience in Thailand. It was named EDSERVQUAL. A pilot study resulted in revisions to the EDSERVQUAL. Validation procedures and the resulting five dimensions are described in this study.; A total of 824 part-time MBA students from public and private universities returned completed questionnaires. Results indicate that there were significant differences in expectations and perceptions of service quality between public and private universities. There were differences in expectations and perceptions of service quality for men and women and among income levels. Recommendations are made for extending the study of service quality in educational settings outside of Thailand and for further examination of the psychometric qualities of the EDSERVQUAL.