文章基本信息

标题：SERVICE QUALITY AND STUDENTS SATISFACTION AT HIGHER LEARNING INSTITUTIONS: A CASE STUDY OF MALAYSIAN UNIVERSITY COMPETITIVENESS
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作者：Anantha Raj A. Arokiasamy
期刊名称：International Journal of Management and Strategy
电子版ISSN：2231-0703
出版年度：2012
卷号：3
期号：5
出版社：International Journal of Management and Strategy
摘要：Student satisfaction assessment is vital in determining service quality at higher learning institutions. To remain competitive with other private higher education providers, it is important that the institution continuously acquire, maintain, build stronger relationships and assess the level of students’ satisfaction. This study measures the level of student satisfaction with current services offered by Malaysian university colleges. The exploration and comparison of possible differences in terms of level of satisfaction across gender and various programs/disciplines formulate key objectives. General survey guided by a well structured questionnaire has been administered across a valuable sample of 245 students. A well established university college in Selangor has been selected as sample case and data was collected from twelve different disciplines and/or programs. Ten major constructs i.e. teaching, administrative/management support, transportation, library, computer labs & general labs, accommodation, medical; sports, prayer/religious facilities, and class room facilities were used. Mean analysis reflect student satisfied with many core services & facilities like teaching, administrative support, library, labs, accommodation, medical, and sports, while dissatisfaction has been reported only in three augmented areas like transportation, class room and prayer facilities. Quite interestingly, no significant differences of opinion have been recorded among male or female respondents. Overall, satisfaction level is high and results indicate satisfaction of university college students on educational services offered by the private higher education institution.
关键词：Service quality; private higher education institutions; satisfaction level; performance; and assessment.