The customers' satisfaction over services quality provided by student affairs of UiTM Jengka Pahang / Nur' Atikah Mohamad Hana

Students of any public or private higher learning institutions can be regarded as customers to these organizations. Thus, it is very important to take care of their satisfaction in ensuring the best service and a quality education are delivered to them well. Student satisfaction can improve the image of that education institution as well as attracting more students to enroll at that education institution. Universiti Teknologi MARA (UiTM) is one of the education institution which responsible in providing good education to youth of Malaysia in helping them developing a better life in future ahead. This study was carried out at UiTM Jengka in Pahang which is offering pre-diploma diploma and degree courses for their students. Besides that, this study was focused on students' satisfaction over services quality provided by Student Affairs of UiTM Jengka. Students Affairs consist of nine units which are Administration, Career & Counseling Unit, Co-Curricular Unit, College of Management Unit, Culture Unit, Health Unit, Religious Unit, Sports Unit and Unit of Student Leadership Training & Development. The students' satisfaction has been measured based on SERVQUAL five dimensions developed by Parasuraman et aJ. consisting of tangible, reliability, responsiveness, assurance. and empathy. The sampling technique used in getting the sample size is stratified random sampling.