African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4150

Full Length Research Paper

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.
Email: [email protected]

  •  Accepted: 29 April 2010
  •  Published: 30 June 2010



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.