Student's satisfaction towards service quality at KUIS student accommodation division: a case study of KUIS student accommodation division department / Nur Liyana Othman

This study aims to evaluate students satisfaction towards service quality that provided by KIJIS Accommodation Division at International Islamic University College Selangor (KUIS).The quality of services and the facilities of the hostel are very crucial as a determinant of student satisfaction. The key factors of the Hostel manager to take into consideration to know service quality dimension that influence student satisfaction. The purpose of this study is to determine the factors that influence the student satisfaction in the hostel within KUIS students by using the SERVQUAL dimension namely Assurance, Empathy, Reliability, Tangibles and Responsiveness. Questionnaires will be distributed to students at all categories of education, and then the five dimensions of service quality are measured using Pearson Correlation to analyze the significant of service quality towards student satisfaction. Other methods are frequency, mean score, and percentage. Student perception to SERVQUAL dimension can be known when students express the variables that satisfy them. This study is supported by evidence where the service dimension tested is important toward customer and student satisfaction that leads to students' loyalty. The findings from this study can help the hostel manager to focus on service quality in hostel to fulfill students need and desire.