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Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions
| Content Provider | Semantic Scholar |
|---|---|
| Author | Hasan, Hishamuddin Fitri Abu Ilias, Azleen Rahman, Rahida Abd Razak, Mohd Zulkeflee Abd |
| Copyright Year | 2009 |
| Abstract | This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Furthermore, this study is also examine critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contributes most to the satisfaction of the students. This study was conducted using a set of questionnaire to 200 Bachelor Degree students from two private higher education institutions. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman’s SERVQUAL (1985), which related to the factors contributing to students’ satisfaction. |
| Starting Page | 163 |
| Ending Page | 163 |
| Page Count | 1 |
| File Format | PDF HTM / HTML |
| DOI | 10.5539/ibr.v1n3p163 |
| Volume Number | 1 |
| Alternate Webpage(s) | http://www.ccsenet.org/journal/index.php/ibr/article/viewFile/982/952 |
| Alternate Webpage(s) | https://doi.org/10.5539/ibr.v1n3p163 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
