The Impact of Resource Input Model of Education Quality on the Overall Students' Perceived Service Quality/L'impact Du Modele D'entree de Ressources de la Qualite de L'education Sur la Qualite de L'ensemble des Services Percue Par Les Etudiants (Report‪)‬

1. INTRODUCTION Service quality has become an important area in services marketing literature due to its effect on cost, profitability, customer satisfaction, and customer retention (Buzzell & Gale, cited in Buttle, 1996; Bolton & Drew, 1991; Reichheld & Sasser, 1990). Intensive competition in the higher education sector (Ford, Joseph and Joseph, 1999), internationalization of higher education (Marzo-Navarro, Pedraja-Iglesias and Rivera-Torres, 2005), higher expectation towards higher education institutions (Marzo-Navarro, et. al., 2005), increase of full fee payment students (Oldfield and Baron, 2000), and the classification of education as a marketable service (Cuthbert, 1996; Mazarrol, 1998) prompted the management of the various higher education institutions to pay more attention in assessing the overall students' perceived service quality. The ability to meet customer-perceived service quality will affect the sustainability of an organization (Canic and McCarthy, 2000). Due to the important role that students' perceived service quality has in determining the sustainability of private higher education institutions in Malaysia, there is a need to identify what are the determinants for the overall students' perceived service quality.