Perceptions of service quality : a study among students in Sabah MARA vocational institute
This study focuses on the relationship between students' satisfaction and their perceived service quality provided. Using empirical data and a conceptual model, the results of this study indicate that students' college experience is positively related to their satisfaction. It is accept...
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| Format: | Thesis |
| Published: |
2006
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/275/1/mat_salleh.pdf http://library.oum.edu.my/repository/275/ |
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| Summary: | This study focuses on the relationship between students' satisfaction and their
perceived service quality provided. Using empirical data and a conceptual
model, the results of this study indicate that students' college experience is
positively related to their satisfaction. It is accepted that educational institutions
have many customers: students, staff, faculty, alumni, donors, and others.
Furthermore, the increased turmoil in the higher educational market place may
encourage higher educational institutions to utilize a more consumer-oriented
philosophy in delivering their services. Since this study specifically investigated
the link between consumer-oriented educational institutions and their students'
perception, developing satisfied customers is consistent with this principle. One
of the implications of this study is that those educational institutions which
understand consumer-oriented principles may have a better chance of
satisfying the wants and needs of their students more effectively. The additional
implications for administrator and management teams are also discussed as
well as suggestions for further research are made. (Author's abstract) |
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