INFLUENCING FACTORS OF SERVICE QUALITY ON STUDENTS’ SATISFACTION AT UNIVERSITI SAINS ISLAM MALAYSIA (USIM), MALAYSIA

International Journal of Business Society, Vol. 2, Issue 6
Bablu Kumar DharMohammad Raton Sikder
Service QualityStudent’s SatisfactionHigher EducationUSIM
PDFRegular IssueDOI: 10.30566/ijo-bs/2018.2121
2Volume
6Issue

Abstract

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 USIM’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.

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Article Information

Article Details
Volume & IssueVol. 2, Iss. 6
Publication DateDec 31, 2018
Authors
Bablu Kumar Dhar
Mohammad Raton Sikder
DOI
10.30566/ijo-bs/2018.2121
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INFLUENCING FACTORS OF SERVICE QUALITY ON STUDENTS’ SATISFACTION AT UNIVERSITI SAINS ISLAM MALAYSIA (USIM), MALAYSIA | International Journal of Business Society