Hamd Abdulrahim Abdulkerim Bomrez, Dr. Normy Rafida Binti Abdul Rahman
The competitive state Malaysian higher education industry is set to intensify over the forthcoming years. The aim of the study is to measure the service quality in education and identify the differences of the student perception of the service quality based on their demographic factors and academic profiles. To remain competitive, it requires continuously acquiring, maintaining and building stronger relationships with students. This study has led to discuss the relation between the service quality and the satisfaction for MSU’s students in Malaysia also, study attempts to examine the relationship between service quality dimensions and overall service quality (tangible services, responsiveness, reliability, assurance, and empathy) and student satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangible service, reliability, assurance, and empathy) through disturbed questionnaires to 220 students at the University in different level of higher education. The findings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make a better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated that all the five dimensions of service quality were correlated with student satisfaction.
[ FULL TEXT PDF 1-11] DOI: 10.30566/ijo-bs/2018.281