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Establishing a student satisfaction index - A Malaysian case study

The paper provides an insight on student satisfaction in a higher education institution (HEI) within the context of a quasi-government environment. Students’ opinions about factors related to academic life are sought in the form of a satisfaction feedback questionnaire. This survey aims to investiga...

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Main Authors: Che Din, Rohayati, Rajadurai, Jegatheesan, Daud, Salina
Format: Conference or Workshop Item
Language:English
Published: 2007
Subjects:
L Education (General)
Online Access:http://repo.uum.edu.my/1696/1/ESTABLISHING_A_STUDENT_SATISFACTION_INDEX.pdf
http://repo.uum.edu.my/1696/
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spelling my.uum.repo.16962010-12-01T03:30:17Z http://repo.uum.edu.my/1696/ Establishing a student satisfaction index - A Malaysian case study Che Din, Rohayati Rajadurai, Jegatheesan Daud, Salina L Education (General) The paper provides an insight on student satisfaction in a higher education institution (HEI) within the context of a quasi-government environment. Students’ opinions about factors related to academic life are sought in the form of a satisfaction feedback questionnaire. This survey aims to investigate issues viewed as important to students by seeking their opinion on a number of factors related to teaching, assessment and support provided by the HEI and its courses. A new model that is based on SERVQUAL framework is proposed that suited the quasi-government environment. The case study was conducted at a quasi-government HEI located in Pahang on the East Coast of Malaysia. Based on the results of this comprehensive study, it is clear that many of the physical aspects of the HEI services were viewed as important relating to student satisfaction. Student feedback confirms that they do receive high quality teaching from staff with high levels of expertise in their various academic disciplines. The lecture and tutorial are considered as the core service provided by the HEI. Students are prepared to tolerate largely deficiencies in the physical aspects of the facilities as long as the teaching they receive is perceived to be at the acceptable level. The concept of the service-product bundle is a valid and reliable tool for the design of a satisfaction survey and segments a HEI's service offering in such a way as to allow management to target resources at those areas that are perceived to be low satisfaction and high importance. This research model can be utilized in most HEIs establishments. 2007 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/1696/1/ESTABLISHING_A_STUDENT_SATISFACTION_INDEX.pdf Che Din, Rohayati and Rajadurai, Jegatheesan and Daud, Salina (2007) Establishing a student satisfaction index - A Malaysian case study. In: The 5th ASEAN Symposium on Educational Management and Leadership (ASEMAL 5), 18-19 August 2007, Legend Hotel, Kuala Lumpur. (Unpublished)
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic L Education (General)
spellingShingle L Education (General)
Che Din, Rohayati
Rajadurai, Jegatheesan
Daud, Salina
Establishing a student satisfaction index - A Malaysian case study
description The paper provides an insight on student satisfaction in a higher education institution (HEI) within the context of a quasi-government environment. Students’ opinions about factors related to academic life are sought in the form of a satisfaction feedback questionnaire. This survey aims to investigate issues viewed as important to students by seeking their opinion on a number of factors related to teaching, assessment and support provided by the HEI and its courses. A new model that is based on SERVQUAL framework is proposed that suited the quasi-government environment. The case study was conducted at a quasi-government HEI located in Pahang on the East Coast of Malaysia. Based on the results of this comprehensive study, it is clear that many of the physical aspects of the HEI services were viewed as important relating to student satisfaction. Student feedback confirms that they do receive high quality teaching from staff with high levels of expertise in their various academic disciplines. The lecture and tutorial are considered as the core service provided by the HEI. Students are prepared to tolerate largely deficiencies in the physical aspects of the facilities as long as the teaching they receive is perceived to be at the acceptable level. The concept of the service-product bundle is a valid and reliable tool for the design of a satisfaction survey and segments a HEI's service offering in such a way as to allow management to target resources at those areas that are perceived to be low satisfaction and high importance. This research model can be utilized in most HEIs establishments.
format Conference or Workshop Item
author Che Din, Rohayati
Rajadurai, Jegatheesan
Daud, Salina
author_facet Che Din, Rohayati
Rajadurai, Jegatheesan
Daud, Salina
author_sort Che Din, Rohayati
title Establishing a student satisfaction index - A Malaysian case study
title_short Establishing a student satisfaction index - A Malaysian case study
title_full Establishing a student satisfaction index - A Malaysian case study
title_fullStr Establishing a student satisfaction index - A Malaysian case study
title_full_unstemmed Establishing a student satisfaction index - A Malaysian case study
title_sort establishing a student satisfaction index - a malaysian case study
publishDate 2007
url http://repo.uum.edu.my/1696/1/ESTABLISHING_A_STUDENT_SATISFACTION_INDEX.pdf
http://repo.uum.edu.my/1696/
_version_ 1644278044265807872
score 13.211869

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