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| Title: | Factors affecting service satisfaction among students: The case of a higher learning institution in Malaysia |
| Authors: | AliReza, Jalali
Md. Aminul Islam
Sharmini, Abdullah
Dayang Hasliza, Muhd Yusuf |
| E-mail: | arjiaa@yahoo.com
amin@unimap.edu.my
sharmini@unimap.edu.my
dayanghasliza@unimap.edu.my |
| Keywords: | International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Students’ satisfaction
Higher learning institution
Malaysia |
| Issue Date: | 12-Nov-2010 |
| Publisher: | Universiti Malaysia Perlis (UniMAP) |
| Department: | Centre for Communication Skills and Entrepreneurship |
| Series/Report no.: | Proceedings of the International Conference on the Roles of the Humanities and Social Sciences in Engineering 2010 (ICoHSE 2010) |
| Abstract: | This research attempted to find out factors that affect students’ satisfaction in a higher
learning Institution. The students were randomly selected from degree, masters and
PhD programs to evaluate the level of students’ satisfaction. The primary data source
was a questionnaire that was distributed to the students. The researchers collected 165
completed questionnaires out of a total of 190. Four factors were chosen as independent
variables namely; gender, race, student status and CGPA. This study showed that the
overall, services offered by the university was moderate from students’ perspective. This
means that the university has enough ability to continue its improvement. This study
showed that the academic-related activities are more important than non academic-related
such as the availability of financial advice and the level of decoration. The academic
activities should not be limited to classroom activities only. It must cover everything
that can develop and instill good values, attitude, character and strong personality.
Universities world-wide are now competing both nationally and internationally. In
order to attain new students and retain current students they should aim to enhance
student satisfaction and reduce student dissatisfaction. This only can be achieved if all
the services that related to academic life such as implicit services, explicit services and
physical services must be delivered to a suitable standard. We also noticed that student
status have an important influence on the perception of service quality. This is probably
because student expectation increases as they have more contact with the university.
Another element that also has influence on the perception of service quality is race and
nationality. In relation to this, the academic or non-academic staffs that prepared services
directly for the students should be able to identify and understand different levels of
student expectations across years of study (from first year to final year) and races. |
| Description: | The Second International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia. |
| URI: | http://hdl.handle.net/123456789/11617 |
| Appears in Collections: | Conference Papers
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Files in This Item:
| File |
Description |
Size | Format |
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| 130.pdf | Access is limited to UniMAP community | 308.77 kB | Adobe PDF | View/Open |
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