The influence of service quality on organizational performance has captured a greater attention in corporate and academic world. The public universities in Malaysia are no different than such corporate world in terms of quality, services, and outcome. Hence, investigation of the influence of academic service quality on the organizational performance in public universities in Malaysia is the key attention of this study. A survey was conducted by drawing a sample of 435 international students from three public universities in Malaysia, by using a questionnaire developed by modification of SERVQUAL. The modified questionnaire assessing academic service quality comprises of five dimensions such as academic resources, academic competence, skills development, attitude, and responsiveness. Data obtained were analyzed by using techniques such as principal component analysis, one-way ANOVA, correlation, and multiple regression. Results indicated that the three universities provided the same level of academic service quality. It was also found that all the five dimensions of academic service quality significantly influenced the organizational performance. This study concludes by advocating the need of comparative studies between public and private universities in Malaysia and across countries.

中文翻译：

---

学术服务质量对组织绩效的影响：马来西亚公立大学的一项调查

服务质量对组织绩效的影响在公司和学术界引起了越来越多的关注。马来西亚的公立大学在质量，服务和成果方面与企业界没有什么不同。因此，对马来西亚公立大学学术服务质量对组织绩效的影响进行调查是本研究的重点。通过使用SERVQUAL修改后开发的问卷，从马来西亚三所公立大学抽取435名国际学生的样本进行了调查。修改后的评估学术服务质量的问卷包括五个方面，例如学术资源，学术能力，技能发展，态度和响应能力。通过使用诸如主成分分析，单向方差分析，相关性和多元回归等技术分析获得的数据。结果表明，三所大学提供了相同水平的学术服务质量。还发现，学术服务质量的所有五个方面都显着影响组织绩效。这项研究的结论是提倡在马来西亚以及其他国家的公立和私立大学之间进行比较研究的必要性。