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Full Length Research Paper
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Assessing the link
between service quality dimensions and knowledge sharing:
Student perspective
Boon-In Tan, Choy-Har Wong, Chee-Hoong
Lam, Keng-Boon Ooi* and Felix Chee-Yew Ng
Faculty of Business and Finance, University of Tunku Abdul
Rahman, Malaysia.
*Corresponding author. E-mail:
ooikengboon@gmail.com.
Accepted 29 April, 2010 |
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Abstract |
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The purpose of this study is to examine the link between service
quality dimensions and knowledge sharing.
Data were collected through a survey in a faculty of business of
a private university in Malaysia. The SERVQUAL model was used to
evaluate the service quality dimensions in association of
knowledge sharing in which the study conducted with data
gathered from 300 students which constitute an overall response
rate of 83.33%.
The study shows students’ evaluations regarding service quality
does affect knowledge
sharing activities. It was found that the assurance and the
reliability dimensions of service quality are the
two
most important
dimensions
and have significant positive relationship with knowledge
sharing.
Key words:
Service quality, knowledge sharing, SERVQUAL, student
perceptions, Malaysia. |
