Service quality in higher education in Malaysia: Perception of undergraduate students in a Malaysian public university/ Siti Rapidah Omar Ali ...[et al.]

Omar Ali, Siti Rapidah and Md Shariff, Nor Aleesha and Mohd Said, Nur Shafini and Mat, Khalid Amin (2018) Service quality in higher education in Malaysia: Perception of undergraduate students in a Malaysian public university/ Siti Rapidah Omar Ali ...[et al.]. e-Academia Journal, 7 (2). pp. 138-145. ISSN 2289-6589

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Abstract

Service quality can be defined as the overall impression of customers towards weakness or excellence of service provided by an organization. It is a vital element that identifies the users’ satisfaction when using services whether it is as what they expected. The objective of this study is to identify the relationship between service quality and students’ satisfaction in a public university in the East Coast of Malaysia. Research framework used in this study is based on the HEDPERF model which includes academic aspect, non-academic aspect, and students’ satisfaction. A total of 265 respondents were sampled for responding with the return rate of 95.84%. Pearson correlation and multiple regression were used to analyze the relationship between academic aspect and non academic aspect towards students’ satisfaction. The results discovered that academic aspect and non academic aspects have significant relationship with students’ satisfaction. All the hypothesis tested also accepted. Academic aspect was found to be the strongest predictor of students’ satisfaction. The result of this study influences the future research in improving service quality especially in higher education institutions.

Item Type: Article
Creators:
CreatorsEmail
Omar Ali, Siti Rapidahsitirapidah@tganu.uitm.edu.my
Md Shariff, Nor AleeshaUNSPECIFIED
Mohd Said, Nur ShafiniUNSPECIFIED
Mat, Khalid AminUNSPECIFIED
Subjects: L Education > LB Theory and practice of education > Higher Education > Institutions of higher education > Four year institutions. Universities and colleges > Public universities and colleges > Malaysia
L Education > LB Theory and practice of education > Total quality management in education. Total quality management in higher education
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Business and Management
Journal or Publication Title: e-Academia Journal
ISSN: 2289-6589
Volume: 7
Number: 2
Page Range: pp. 138-145
Official URL: https://journale-academiauitmt.uitm.edu.my/v2/inde...
Item ID: 23063
Uncontrolled Keywords: Service quality; Higher education; Satisfaction; HEDPERF
Last Modified: 10 Feb 2019 00:08
Depositing User: Perpustakaan Cendekiawan UiTM Caw Terengganu
URI: http://ir.uitm.edu.my/id/eprint/23063

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