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Engineering postgraduates perceived service quality and its association with satisfaction and loyalty

ncreasing demand for competence and effectiveness in a competitive global market has made measuring service quality a significant requirement for all successful higher education institutions. This study identifies dimensions of service quality in higher education context. The survey first assessed t...

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Main Authors: Afrasiabi, M., Helmi, S. A., Mohd. Yusof, K.
Format: Conference or Workshop Item
Language:English
Published: 2019
Subjects:
L Education (General)
Online Access:http://eprints.utm.my/id/eprint/89696/1/MohammadAfrasiabi2019_EngineeringPostgraduatesPerceivedServiceQuality.pdf
http://eprints.utm.my/id/eprint/89696/
http://www.dx.doi.org/10.1109/WEEF-GEDC.2018.8629582
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spelling my.utm.896962021-02-22T01:44:45Z http://eprints.utm.my/id/eprint/89696/ Engineering postgraduates perceived service quality and its association with satisfaction and loyalty Afrasiabi, M. Helmi, S. A. Mohd. Yusof, K. L Education (General) ncreasing demand for competence and effectiveness in a competitive global market has made measuring service quality a significant requirement for all successful higher education institutions. This study identifies dimensions of service quality in higher education context. The survey first assessed the level of perceived service quality, satisfaction and loyalty by using mean analysis based on a sample including 357 international engineering postgraduate students from a university in Malaysia. The 22 items of service quality used in this study were distributed into five different factors: Tangible, Reliability, Assurance, Responsiveness and Empathy. Second, the study testifies the impact of perceived service quality on satisfaction and loyalty. Third, the effect of satisfaction on loyalty is testifies. Fourth, the study confirms that Empathy has significant contributions to satisfaction and loyalty. Fifth, data analysis by assessing AHP method, prioritize and weight factors of service quality. This study also shows these students do not have positive perceived service quality, satisfaction and loyalty. In this university the international students may consider western universities as a benchmark, thus causing this university to be rated lowly. 2019 Conference or Workshop Item PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/89696/1/MohammadAfrasiabi2019_EngineeringPostgraduatesPerceivedServiceQuality.pdf Afrasiabi, M. and Helmi, S. A. and Mohd. Yusof, K. (2019) Engineering postgraduates perceived service quality and its association with satisfaction and loyalty. In: 2018 World Engineering Education Forum - Global Engineering Deans Council, WEEF-GEDC 2018, 12-16 Nov 2018, Albuquerque, United States. http://www.dx.doi.org/10.1109/WEEF-GEDC.2018.8629582
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic L Education (General)
spellingShingle L Education (General)
Afrasiabi, M.
Helmi, S. A.
Mohd. Yusof, K.
Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
description ncreasing demand for competence and effectiveness in a competitive global market has made measuring service quality a significant requirement for all successful higher education institutions. This study identifies dimensions of service quality in higher education context. The survey first assessed the level of perceived service quality, satisfaction and loyalty by using mean analysis based on a sample including 357 international engineering postgraduate students from a university in Malaysia. The 22 items of service quality used in this study were distributed into five different factors: Tangible, Reliability, Assurance, Responsiveness and Empathy. Second, the study testifies the impact of perceived service quality on satisfaction and loyalty. Third, the effect of satisfaction on loyalty is testifies. Fourth, the study confirms that Empathy has significant contributions to satisfaction and loyalty. Fifth, data analysis by assessing AHP method, prioritize and weight factors of service quality. This study also shows these students do not have positive perceived service quality, satisfaction and loyalty. In this university the international students may consider western universities as a benchmark, thus causing this university to be rated lowly.
format Conference or Workshop Item
author Afrasiabi, M.
Helmi, S. A.
Mohd. Yusof, K.
author_facet Afrasiabi, M.
Helmi, S. A.
Mohd. Yusof, K.
author_sort Afrasiabi, M.
title Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
title_short Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
title_full Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
title_fullStr Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
title_full_unstemmed Engineering postgraduates perceived service quality and its association with satisfaction and loyalty
title_sort engineering postgraduates perceived service quality and its association with satisfaction and loyalty
publishDate 2019
url http://eprints.utm.my/id/eprint/89696/1/MohammadAfrasiabi2019_EngineeringPostgraduatesPerceivedServiceQuality.pdf
http://eprints.utm.my/id/eprint/89696/
http://www.dx.doi.org/10.1109/WEEF-GEDC.2018.8629582
_version_ 1692991814000181248
score 13.211869

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