The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin

The issues of service quality in IPTS are not new in higher education industry. This study attempts to measure the influence of realibility, responsiveness, assurance, empathy and tangibles towards students satisfaction. The sample of 217 individuals studying in Cosmopoint College Kuala Terengganu w...

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Main Author:	Mohamad Nordin, Muhammad Luqman
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/89171/1/89171.pdf
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id	my-uitm-ir.89171
record_format	uketd_dc
spelling	my-uitm-ir.891712024-01-09T04:19:53Z The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin 2018-01 Mohamad Nordin, Muhammad Luqman Customer services. Customer relations The issues of service quality in IPTS are not new in higher education industry. This study attempts to measure the influence of realibility, responsiveness, assurance, empathy and tangibles towards students satisfaction. The sample of 217 individuals studying in Cosmopoint College Kuala Terengganu was selected. Questionnaires comprising seven parts were sent directly to targeted segment. In the first part, the first few questions are related demographic information including personal information, second part until six part consists of thirty five questions which used to measure service quality and last part is related to students satisfaction. The study describes that the five factors (realibility, responsiveness, assurance, empathy and tangibles) significantly influence the students satisfaction which are realibility (P=.115, p<0.05), responsiveness (P=.212, p<0.05), assurance (p=-.183, p<0.05), empathy (p=.418, p<0.05), and tangibles (P=.568, p<0.05) on student’s satisfaction. The most significant Independent variables (realibility, responsiveness, assurance, empathy and tangibles) to dependent variable (students satisfaction) from beta value is tangibles (P=.568, p<0.05). Results show (.514, .623, .645, .749 and .788) for three factors which below .7 that provides moderate positive and remaining two factors which below .8 that provides good positive towards students satisfaction among students at Cosmopoint College Kuala Terengganu branch. 2018-01 Thesis https://ir.uitm.edu.my/id/eprint/89171/ https://ir.uitm.edu.my/id/eprint/89171/1/89171.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty Of Business Management Che Hamid, Azemi
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Che Hamid, Azemi
topic	Customer services Customer relations
spellingShingle	Customer services Customer relations Mohamad Nordin, Muhammad Luqman The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
description	The issues of service quality in IPTS are not new in higher education industry. This study attempts to measure the influence of realibility, responsiveness, assurance, empathy and tangibles towards students satisfaction. The sample of 217 individuals studying in Cosmopoint College Kuala Terengganu was selected. Questionnaires comprising seven parts were sent directly to targeted segment. In the first part, the first few questions are related demographic information including personal information, second part until six part consists of thirty five questions which used to measure service quality and last part is related to students satisfaction. The study describes that the five factors (realibility, responsiveness, assurance, empathy and tangibles) significantly influence the students satisfaction which are realibility (P=.115, p<0.05), responsiveness (P=.212, p<0.05), assurance (p=-.183, p<0.05), empathy (p=.418, p<0.05), and tangibles (P=.568, p<0.05) on student’s satisfaction. The most significant Independent variables (realibility, responsiveness, assurance, empathy and tangibles) to dependent variable (students satisfaction) from beta value is tangibles (P=.568, p<0.05). Results show (.514, .623, .645, .749 and .788) for three factors which below .7 that provides moderate positive and remaining two factors which below .8 that provides good positive towards students satisfaction among students at Cosmopoint College Kuala Terengganu branch.
format	Thesis
qualification_level	Master's degree
author	Mohamad Nordin, Muhammad Luqman
author_facet	Mohamad Nordin, Muhammad Luqman
author_sort	Mohamad Nordin, Muhammad Luqman
title	The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
title_short	The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
title_full	The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
title_fullStr	The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
title_full_unstemmed	The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin
title_sort	relationship between service quality and students satisfaction / muhammad luqman bin mohamad nordin
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Business Management
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/89171/1/89171.pdf
_version_	1794192204307103744

The relationship between service quality and students satisfaction / Muhammad Luqman bin Mohamad Nordin

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