Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
Student satisfaction and quality of education are of compelling interest to students, academic staff, policymakers and higher education researchers internationally. Students’ expectations can influence levels of student satisfaction before their study and their pre-conceived beliefs regarding the...
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | English English English |
| Published: |
2020
|
| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/6490/1/24p%20EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI.pdf http://eprints.uthm.edu.my/6490/2/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6490/3/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20WATERMARK.pdf http://eprints.uthm.edu.my/6490/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Student satisfaction and quality of education are of compelling interest to students,
academic staff, policymakers and higher education researchers internationally.
Students’ expectations can influence levels of student satisfaction before their study
and their pre-conceived beliefs regarding the value of their education. It concerns
that with less emphasis on the quality of services that provided by the Higher
Education Institution (HEI) to the students may pose a threat regarding the
satisfaction, retention and recruitment of the students which reduces the
competitiveness of the institution. This study seeks to measure the service quality
success factors through the perspective of international students to improve their
satisfaction and loyalty towards University Tun Hussein Onn Malaysia. A
questionnaire survey was carried out among international students in UTHM. A total
of 246 questionnaires were collected and found valid. Analysis of Moment Structures
Equation Modelling (AMOS-SEM) model was developed and found that seven
groups of factors for service quality influences the satisfaction and loyalty towards
UTHM, these factors are namely teaching, course content and supervision;
administrative services; academic facilities; campus infrastructure; support services;
student’s satisfaction and student’s loyalty. The findings from the critical factors of
service quality through path analysis using structural model indicated that
administrative services; academic facilities and support services have a significant
effect on student's satisfaction, and student's satisfaction has a significant impact on
student's loyalty while teaching, course content and supervision; and campus
infrastructure groups were not supported. The implication of this research could
enhance and further strengthen UTHM structures and creating new output as an
adaptable strategy and education management tool. |
|---|