The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities
This study is conducted to examine the relationship between quality service and students’ satisfaction based on the perceptions of international students in Malaysian public universities. The questionnaire used was adapted from ServQual and Customer Satisfaction instruments. Using the mean scores,...
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2021
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Online Access: | http://irep.iium.edu.my/93659/7/93659_The%20impact%20of%20service%20quality%20dimensions%20on%20students%E2%80%99%20satisfaction.pdf http://irep.iium.edu.my/93659/ https://journals.iium.edu.my/ijes/index.php/iejs/article/view/324/157 https://doi.org/10.31436/ijes.v9i2.324 |
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my.iium.irep.936592021-11-11T00:59:36Z http://irep.iium.edu.my/93659/ The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities Alade Najimdeen, Abdul Hakeem Amzat, Ismail Hussein Mohd Ali, Hairuddin H Social Sciences (General) H61 Theory. Method H65 Schools. Institutes of social sciences HF Commerce L Education (General) LB Theory and practice of education This study is conducted to examine the relationship between quality service and students’ satisfaction based on the perceptions of international students in Malaysian public universities. The questionnaire used was adapted from ServQual and Customer Satisfaction instruments. Using the mean scores, Cronbach Alpha, correlation matrix, and regression analysis, the findings indicated moderate positive perceptions of overall university quality service and satisfaction with a low level of satisfaction for some dimensions of quality service such as empathy and assurance. This gap can be minimized by improving the issues of trust, courtesy, and responsiveness of university service with more focus on the emotional aspects and human connection in delivery service. IIUM Press 2021-06-21 Article PeerReviewed application/pdf en http://irep.iium.edu.my/93659/7/93659_The%20impact%20of%20service%20quality%20dimensions%20on%20students%E2%80%99%20satisfaction.pdf Alade Najimdeen, Abdul Hakeem and Amzat, Ismail Hussein and Mohd Ali, Hairuddin (2021) The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities. IIUM Journal of Educational Studies, 9 (2). pp. 80-108. ISSN 2289-8085 https://journals.iium.edu.my/ijes/index.php/iejs/article/view/324/157 https://doi.org/10.31436/ijes.v9i2.324 |
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H Social Sciences (General) H61 Theory. Method H65 Schools. Institutes of social sciences HF Commerce L Education (General) LB Theory and practice of education |
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H Social Sciences (General) H61 Theory. Method H65 Schools. Institutes of social sciences HF Commerce L Education (General) LB Theory and practice of education Alade Najimdeen, Abdul Hakeem Amzat, Ismail Hussein Mohd Ali, Hairuddin The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
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This study is conducted to examine the relationship between quality service and students’ satisfaction based on the perceptions of international students in Malaysian public universities. The questionnaire used was adapted from ServQual and Customer Satisfaction instruments.
Using the mean scores, Cronbach Alpha, correlation matrix, and regression analysis, the findings indicated moderate positive perceptions of overall university quality service and
satisfaction with a low level of satisfaction for some dimensions of quality service such as empathy and assurance. This gap can be minimized by improving the issues of trust, courtesy, and responsiveness of university service with more focus on the emotional aspects and human connection in delivery service. |
format |
Article |
author |
Alade Najimdeen, Abdul Hakeem Amzat, Ismail Hussein Mohd Ali, Hairuddin |
author_facet |
Alade Najimdeen, Abdul Hakeem Amzat, Ismail Hussein Mohd Ali, Hairuddin |
author_sort |
Alade Najimdeen, Abdul Hakeem |
title |
The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
title_short |
The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
title_full |
The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
title_fullStr |
The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
title_full_unstemmed |
The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities |
title_sort |
impact of service quality dimensions on students’ satisfaction: a study of international students in malaysian public universities |
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IIUM Press |
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2021 |
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http://irep.iium.edu.my/93659/7/93659_The%20impact%20of%20service%20quality%20dimensions%20on%20students%E2%80%99%20satisfaction.pdf http://irep.iium.edu.my/93659/ https://journals.iium.edu.my/ijes/index.php/iejs/article/view/324/157 https://doi.org/10.31436/ijes.v9i2.324 |
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