Cover Image

Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen

There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aims to examine the roles of reliable information and past experience on perceived service quality and satisfaction among the undergraduate students of private univ...

Full description

Saved in:
Bibliographic Details
Main Authors: Tan, Peter Sin Howe, Choong, Yuen Onn, Chen, I-Chi
Format: Article
Language:English
Published: Universiti Teknologi MARA 2021
Subjects:
Student aid
Online Access:https://ir.uitm.edu.my/id/eprint/56422/1/56422.pdf
https://ir.uitm.edu.my/id/eprint/56422/
https://myjms.mohe.gov.my/index.php/ABRIJ/article/view/13317
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.56422
record_format eprints
spelling my.uitm.ir.564222022-03-11T07:54:13Z https://ir.uitm.edu.my/id/eprint/56422/ Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen Tan, Peter Sin Howe Choong, Yuen Onn Chen, I-Chi Student aid There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aims to examine the roles of reliable information and past experience on perceived service quality and satisfaction among the undergraduate students of private universities in Malaysia. A self-administered questionnaire was adopted and collected 388 valid data from the 9 private universities in Malaysia. The SERVPERF instrument was adopted to evaluate the perceived service quality among the undergraduate students. The PLS-SEM was applied to analyze the students’ responses in determining the role of antecedents in improving student satisfaction by providing quality tertiary education in the private universities. The findings depicted that reliable information is significantly related with student perceived service quality. However, there is no relationships between past experience and student perceived service quality. Student perceived service quality is found significantly related to student satisfaction. This paper provides a valuable contribution in the body of knowledge of the antecedent and consequence of perceived service quality. The findings of the study help the management of the universities to improve the student satisfaction through the focus on the role of antecedents, particularly reliable information. Several implications are offered which would benefits Malaysia private universities and Ministry of Higher Education. Universiti Teknologi MARA 2021-10 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/56422/1/56422.pdf ID56422 Tan, Peter Sin Howe and Choong, Yuen Onn and Chen, I-Chi (2021) Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen. Advances in Business Research International Journal (ABRIJ), 7 (2): 12. pp. 216-227. ISSN 462-1838 https://myjms.mohe.gov.my/index.php/ABRIJ/article/view/13317
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 Student aid
spellingShingle Student aid
Tan, Peter Sin Howe
Choong, Yuen Onn
Chen, I-Chi
Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
description There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aims to examine the roles of reliable information and past experience on perceived service quality and satisfaction among the undergraduate students of private universities in Malaysia. A self-administered questionnaire was adopted and collected 388 valid data from the 9 private universities in Malaysia. The SERVPERF instrument was adopted to evaluate the perceived service quality among the undergraduate students. The PLS-SEM was applied to analyze the students’ responses in determining the role of antecedents in improving student satisfaction by providing quality tertiary education in the private universities. The findings depicted that reliable information is significantly related with student perceived service quality. However, there is no relationships between past experience and student perceived service quality. Student perceived service quality is found significantly related to student satisfaction. This paper provides a valuable contribution in the body of knowledge of the antecedent and consequence of perceived service quality. The findings of the study help the management of the universities to improve the student satisfaction through the focus on the role of antecedents, particularly reliable information. Several implications are offered which would benefits Malaysia private universities and Ministry of Higher Education.
format Article
author Tan, Peter Sin Howe
Choong, Yuen Onn
Chen, I-Chi
author_facet Tan, Peter Sin Howe
Choong, Yuen Onn
Chen, I-Chi
author_sort Tan, Peter Sin Howe
title Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
title_short Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
title_full Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
title_fullStr Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
title_full_unstemmed Antecedents of student satisfaction: the role of student perceived service quality / Peter Sin Howe Tan, Yuen Onn Choong and I-Chi Chen
title_sort antecedents of student satisfaction: the role of student perceived service quality / peter sin howe tan, yuen onn choong and i-chi chen
publisher Universiti Teknologi MARA
publishDate 2021
url https://ir.uitm.edu.my/id/eprint/56422/1/56422.pdf
https://ir.uitm.edu.my/id/eprint/56422/
https://myjms.mohe.gov.my/index.php/ABRIJ/article/view/13317
_version_ 1728054806925279232
score 13.211869

Similar Items