The moderating effect of nationality in influencing service quality through SERVQUAL dimensions: a study department, Linton University College / Sharifah Khairunnisa Fadilah Syed Abd Kadir

The aims of this study are to discuss the moderating effect of nationality in influencing service quality through servqual dimensions: a study among clients (students) at academic affairs department, Linton University College. This study applies the SERVQUAL model which has been developed by Parasuraman in 1985. Service quality have been categorized into five dimensions which are tangibility (physical equipment, staff appearance), reliability (accuracy, timely manner), responsiveness (prompt service action, willingness to assist), assurance (staff courtesy, convey trust and confidence), and empathy (individualized caring, personal attention). A total of 263 students who participated in this study and the questionnaire were used as an instrument to collect the data. A result of the study shows that the nationality influences the level of student’s satisfaction towards service quality provided by Linton University College. The implication of this study may provide benefits in term of methodology, policy and practice to the Linton University College in strengthening the quality of its services so that the system can meet the level of student satisfaction.