SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE ENVIRONMENT OF HIGHER EDUCATION: A STUDY ON THE PUBLIC AND PRIVATE UNIVERSITY STUDENTS IN MALAYSIA INSTITUT PENYELIDIKAN, PEMBANGUNAN DAN PENGKOMERSILAN UNIVERSITI TEKNOLOGI MARA 40450 SHAH ALAM, SELANGOR MALAYSIA PREPARED BY: PROF MADYA ZAINUDIN HJ AWANG RUSTAM SHAARI MEER ZHAR FAROUK AMIR RAZLI APRIL 2005 COPYRIGHT @ UiTM