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Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia

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  • M.M. Lai
  • S.H. Lau
  • N.A. Mohamad Yusof
  • K.W. Chew

Abstract

This paper explores the interrelationships of the key influences on student satisfaction via multivariate analysis from three groups of university students in two popular private universities in Malaysia. The correlation coefficient and structural model indicated that student satisfaction is influenced not only by academic quality, but also by the university core services, information technology services, and skill building. These dimensions are linked to one another. The strong interrelationships between these dimensions are indicative that holistic approach needs to be adopted rather than dealing with each dimension in isolation in creating a valued education. Significant performance gaps of key influences indicated that the satisfaction levels are below students' expectation despite the satisfaction scores being above average. Academic assessment, teaching quality, and IT are areas where a university management needs to prioritize resources in order to increase student satisfaction. Students who perceived higher value are more likely to have higher repurchase intention.

Suggested Citation

  • M.M. Lai & S.H. Lau & N.A. Mohamad Yusof & K.W. Chew, 2015. "Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 25(1), pages 45-69, January.
    • Handle: RePEc:taf:jmkthe:v:25:y:2015:i:1:p:45-69
    DOI: 10.1080/08841241.2015.1042097
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    References listed on IDEAS

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    1. Dirk C. Moosmayer & Florian U. Siems, 2012. "Values education and student satisfaction: German business students' perceptions of universities' value influences," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 22(2), pages 257-272, December.
    2. Mian, Sarfraz A., 1996. "Assessing value-added contributions of university technology business incubators to tenant firms," Research Policy, Elsevier, vol. 25(3), pages 325-335, May.
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    1. Padlee, Siti Falindah & Reimers, Vaughan & Mokhlis, Safiek & Anuar, Marhana Mohamed & Ahmad, Azlinzuraini, 2020. "Keep up the good work in research universities: An importance-performance analysis," Australasian marketing journal, Elsevier, vol. 28(2), pages 128-138.
    2. Zohair Al-Zoubi & Ahmad Qablan & Hytham Bany Issa & Omar Bataineh & Ahmed Mohammed Al Kaabi, 2023. "The Degree of Implementation of Total Quality Management in Universities and Its Relationship to the Level of Community Service from the Perspectives of Faculty Members," Sustainability, MDPI, vol. 15(3), pages 1-14, January.
    3. Md Yusof Hamid & Wan Samsul Zamani Wan Hamdan & Suriani Ngah Abdul Wahab & Irwan Mohammad Ali & Mohd Azian Zaidi, 2024. "A Review of Customer Satisfaction Survey on Facilities Management Performance within Private Finance Initiatives (PFI) at Malaysia Public University," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 2325-2332, September.
    4. Dr Syeda Umme Sadia, 2024. "A Survey to Assess Job Satisfaction of Doctors in Bangladesh," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 11(15), pages 952-983, December.
    5. Fernando de Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Gustavo da Silva Costa, 2017. "Student satisfaction in higher education: a meta-analytic study," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 27(1), pages 1-18, January.

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