The impact of service quality dimensions on students’ satisfaction: a study of international students in Malaysian public universities

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

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Abstract

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.

Item Type:	Article (Journal)
Additional Information:	6004/93659
Uncontrolled Keywords:	Quality Service, ServQual, Customer Satisfaction, Student Loyalty, Student Mobility, International Students, International Education
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > H Social Sciences (General) > H61 Theory. Method H Social Sciences > H Social Sciences (General) > H65 Schools. Institutes of social sciences H Social Sciences > HF Commerce L Education > L Education (General) L Education > LB Theory and practice of education
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Education > Department of Social Foundations & Educational Leadership
Depositing User:	Professor Dr. Hairuddin bin Mohd Ali
Date Deposited:	11 Nov 2021 08:59
Last Modified:	11 Nov 2021 08:59
URI:	http://irep.iium.edu.my/id/eprint/93659

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