Staff View: World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh

World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh

In this paper, the authors aim to investigate the elements of service quality process and the learning outcome and its relationship to student’s satisfaction level at a public university in Malaysia. A total of 280 questionnaires were completed and returned by final year students of various courses....

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Main Authors:	Misnan, Noorimah, Zakaria, Zainuddin, Salleh, Wan Anisabanum
Format:	Research Reports
Language:	English
Published:	2018
Subjects:	Educational psychology Learning. Learning strategies Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Malaysia Universiti Teknologi MARA
Online Access:	https://ir.uitm.edu.my/id/eprint/52850/1/52850.pdf https://ir.uitm.edu.my/id/eprint/52850/
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id	my.uitm.ir.52850
record_format	eprints
spelling	my.uitm.ir.528502021-11-01T04:37:32Z https://ir.uitm.edu.my/id/eprint/52850/ World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh Misnan, Noorimah Zakaria, Zainuddin Salleh, Wan Anisabanum Educational psychology Learning. Learning strategies Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Malaysia Universiti Teknologi MARA In this paper, the authors aim to investigate the elements of service quality process and the learning outcome and its relationship to student’s satisfaction level at a public university in Malaysia. A total of 280 questionnaires were completed and returned by final year students of various courses. Items in the questionnaire were design to measure the student’s perceptions on the quality of physical facilities and the service quality of the academic and non-academic staff of UiTM Dungun campus, Terengganu. The service quality dimensions include reliability, responsiveness, assurance and empathy delivered by the staff of UiTM Dungun Campus. Furthermore, the student’s satisfaction levels were also evaluated based on the service delivery and the quality of the physical facilities. Result indicated that there is significant and positive correlation between the quality of physical facilities and all service quality elements with the satisfaction level of the students. Further analysis using the Multiple Regression analysis revealed that the assurance, empathy and reliability were positively significant in influencing the student’s perception on their satisfaction level. These results also revealed the three most important service quality dimensions that the management and staff of UiTM Dungun campus take serious consideration in increasing student’s satisfaction level The research findings may benefit both the university and students. It will help the university to determine the level of student satisfaction and to serve students more effectively in order to ensure that the university remains competitive. Such findings should help higher learning institutions to improve their service quality delivery and plan for better strategic plan to achieve a world class status. 2018-05 Research Reports NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/52850/1/52850.pdf ID52850 Misnan, Noorimah and Zakaria, Zainuddin and Salleh, Wan Anisabanum (2018) World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh. [Research Reports] (Unpublished)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Educational psychology Learning. Learning strategies Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Malaysia Universiti Teknologi MARA
spellingShingle	Educational psychology Learning. Learning strategies Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Malaysia Universiti Teknologi MARA Misnan, Noorimah Zakaria, Zainuddin Salleh, Wan Anisabanum World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
description	In this paper, the authors aim to investigate the elements of service quality process and the learning outcome and its relationship to student’s satisfaction level at a public university in Malaysia. A total of 280 questionnaires were completed and returned by final year students of various courses. Items in the questionnaire were design to measure the student’s perceptions on the quality of physical facilities and the service quality of the academic and non-academic staff of UiTM Dungun campus, Terengganu. The service quality dimensions include reliability, responsiveness, assurance and empathy delivered by the staff of UiTM Dungun Campus. Furthermore, the student’s satisfaction levels were also evaluated based on the service delivery and the quality of the physical facilities. Result indicated that there is significant and positive correlation between the quality of physical facilities and all service quality elements with the satisfaction level of the students. Further analysis using the Multiple Regression analysis revealed that the assurance, empathy and reliability were positively significant in influencing the student’s perception on their satisfaction level. These results also revealed the three most important service quality dimensions that the management and staff of UiTM Dungun campus take serious consideration in increasing student’s satisfaction level The research findings may benefit both the university and students. It will help the university to determine the level of student satisfaction and to serve students more effectively in order to ensure that the university remains competitive. Such findings should help higher learning institutions to improve their service quality delivery and plan for better strategic plan to achieve a world class status.
format	Research Reports
author	Misnan, Noorimah Zakaria, Zainuddin Salleh, Wan Anisabanum
author_facet	Misnan, Noorimah Zakaria, Zainuddin Salleh, Wan Anisabanum
author_sort	Misnan, Noorimah
title	World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
title_short	World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
title_full	World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
title_fullStr	World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
title_full_unstemmed	World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh
title_sort	world-class university: students perception on service quality and satisfaction level / noorimah misnan, zainuddin zakaria & wan anisabanum salleh
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/52850/1/52850.pdf https://ir.uitm.edu.my/id/eprint/52850/
_version_	1717097206884859904
score	13.211869

World-class university: students perception on service quality and satisfaction level / Noorimah Misnan, Zainuddin Zakaria & Wan Anisabanum Salleh

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