Organizational Performance Influenced by Academic Service Quality: An Investigation in Public Universities in Malaysia

Table 1

The survey instrument for academic quality services.

Quality dimension	Sample items	No. of items
Academic resources	Adequacy of resources, e.g., physical library, resource center, laboratory, and digital library	4
Academic competence	Academic and pedagogical knowledge of teaching staff, expertise in teaching and scholarship, and communication skills of teaching staff	4
Skills development	Degree to which various programs develop communication, leadership, team work, life-long learning skills, and moral and ethical skills	5
Attitude	Extent to which the faculty members understand and fulfil students’ academic needs, guide, and advise students	4
Responsiveness	Willingness to help students, courteous and polite, and readiness to respond	3