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Service Quality: A Study of Students Satisfaction in Higher Institution

Author

Listed:
  • Noorimah Misnan*

    (Faculty of Law, UiTM Cawangan Terengganu 23000 ungun Terengganu)

  • Zainuddin Zakaria

    (Faculty of Business Management, UiTM Cawangan Terengganu 23000 Dungun Terengganu)

  • Wan Anisabanum Salleh

    (Faculty of Business Management, UiTM Cawangan Terengganu 23000 Dungun Terengganu)

Abstract

For a higher educational institution, students’ satisfaction plays an important part in the measurement of customer satisfaction in assessing service quality. Student satisfaction measures how well the expectations of a student relating to a service provided by the university. The purpose of this paper is to investigate the elements of service quality process and the learning outcome and its relationship to students’ satisfaction level. The researcher conducted the research based on the SERVQUAL model to measure the gap between students’ expectation for the service and their perception of actual service delivered. The five dimensions of service quality are studied, which include assurance, responsiveness, empathy, reliability, and tangibility. Several satisfaction levels were also evaluated include the student’s satisfaction level on the service quality of the lecturers, physical facilities, the learning outcome and their demographic profiles. The data were analysed using the SPSS software. The result indicated that the students are satisfied with the quality of the lecturers, physical facilities and the learning outcome but there are certain elements in the service delivery that need to be improved. These are indicated by the gaps between students’ expectation and their actual experience. The finding helps the management of the university understand both student expectations and perceptions of specific services, and areas that need to be improved.

Suggested Citation

  • Noorimah Misnan* & Zainuddin Zakaria & Wan Anisabanum Salleh, 2018. "Service Quality: A Study of Students Satisfaction in Higher Institution," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 490-497:2.
    • Handle: RePEc:arp:tjssrr:2018:p:490-497
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    References listed on IDEAS

    as
    1. David Sam, 2001. "Satisfaction with life among international students: An exploratory study," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 53(3), pages 315-337, March.
    2. Ceyhan Aldemir & Yaprak Gülcan, 2004. "Student Satisfaction in Higher Education: A Turkish Case," Higher Education Management and Policy, OECD Publishing, vol. 16(2), pages 109-122.
    3. Wade, Mark A., 2000. "Improving Student Performance And Faculty Evaluation: A Transactional Relationship Strategy," 2000 Annual meeting, July 30-August 2, Tampa, FL 21721, American Agricultural Economics Association (New Name 2008: Agricultural and Applied Economics Association).
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