Staff View: Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)

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...

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Main Author:	Mohammed Alerqi, Eman Saleh Ahmed
Format:	Thesis
Language:	English English English
Published:	2020
Subjects:	T Technology (General) HF5410-5417.5 Marketing. Distribution of products
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/
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record_format	eprints
spelling	my.uthm.eprints.64902022-02-06T21:16:43Z http://eprints.uthm.edu.my/6490/ Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM) Mohammed Alerqi, Eman Saleh Ahmed T Technology (General) HF5410-5417.5 Marketing. Distribution of products 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. 2020-10 Thesis NonPeerReviewed text en http://eprints.uthm.edu.my/6490/1/24p%20EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI.pdf text en http://eprints.uthm.edu.my/6490/2/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20COPYRIGHT%20DECLARATION.pdf text en http://eprints.uthm.edu.my/6490/3/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20WATERMARK.pdf Mohammed Alerqi, Eman Saleh Ahmed (2020) Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM). Masters thesis, Universiti Tun Hussein Malaysia.
institution	Universiti Tun Hussein Onn Malaysia
building	UTHM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Tun Hussein Onn Malaysia
content_source	UTHM Institutional Repository
url_provider	http://eprints.uthm.edu.my/
language	English English English
topic	T Technology (General) HF5410-5417.5 Marketing. Distribution of products
spellingShingle	T Technology (General) HF5410-5417.5 Marketing. Distribution of products Mohammed Alerqi, Eman Saleh Ahmed Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
description	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.
format	Thesis
author	Mohammed Alerqi, Eman Saleh Ahmed
author_facet	Mohammed Alerqi, Eman Saleh Ahmed
author_sort	Mohammed Alerqi, Eman Saleh Ahmed
title	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_short	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_full	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_fullStr	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_full_unstemmed	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_sort	measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards university tun hussein onn malaysia (uthm)
publishDate	2020
url	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/
_version_	1738581497711951872
score	13.211869

Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)

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