The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia

This study determines business students’ levels of perceptions of six service quality factors and their relationships to their satisfaction in polytechnics. The factors identified from literature were quality of program, facilities, academic staff, support services, accessibility and location, as we...

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Main Author:	Zainal Abidin, Noor Saadah
Format:	Thesis
Language:	English English
Published:	2008
Subjects:	Business students - Malaysia Satisfaction Perception
Online Access:	http://psasir.upm.edu.my/id/eprint/4869/1/FPP_2008_8.pdf
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id	my-upm-ir.4869
record_format	uketd_dc
spelling	my-upm-ir.48692013-05-27T07:18:48Z The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia 2008 Zainal Abidin, Noor Saadah This study determines business students’ levels of perceptions of six service quality factors and their relationships to their satisfaction in polytechnics. The factors identified from literature were quality of program, facilities, academic staff, support services, accessibility and location, as well as campus climate. Differences among students’ years, levels of studies, types of sponsorship and zones were determined as well as predictors of students’ satisfaction. The primary data were collected using student survey questionnaires through proportionate cluster sampling. A total of 469 business students were involved in the study sample. Findings indicated ‘moderate’ to ‘good’ levels of satisfaction among students. Significant differences were observed between certificate and diploma students on quality facilities, support services and campus climate. Significance differences were found among students of different years on quality facilities. Significant differences also existed among polytechnics in North, East, Central and South zones. All six service quality factors were linearly correlated and significant with levels of students’ satisfaction, the strongest was for campus climate (r =. 774, p =. 0001). Five out of six service quality factors accounted for 66.2% of the variance in students’ satisfaction. This study had implications on both quality facilities and support services in polytechnics. Both tangible (quality of program, facilities, academic staff, support services, accessibility and location) and intangibles aspects (campus climate) were important in polytechnics. Administrators need to improve strategies aimed at achieving better students’ satisfaction emphasizing both tangible and intangible aspects and responding to the demand for skilled workers in a competitive economy. Business students - Malaysia Satisfaction Perception 2008 Thesis http://psasir.upm.edu.my/id/eprint/4869/ http://psasir.upm.edu.my/id/eprint/4869/1/FPP_2008_8.pdf application/pdf en public phd doctoral Universiti Putra Malaysia Business students - Malaysia Satisfaction Perception Educational Studies English
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
topic	Business students - Malaysia Satisfaction Perception
spellingShingle	Business students - Malaysia Satisfaction Perception Zainal Abidin, Noor Saadah The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
description	This study determines business students’ levels of perceptions of six service quality factors and their relationships to their satisfaction in polytechnics. The factors identified from literature were quality of program, facilities, academic staff, support services, accessibility and location, as well as campus climate. Differences among students’ years, levels of studies, types of sponsorship and zones were determined as well as predictors of students’ satisfaction. The primary data were collected using student survey questionnaires through proportionate cluster sampling. A total of 469 business students were involved in the study sample. Findings indicated ‘moderate’ to ‘good’ levels of satisfaction among students. Significant differences were observed between certificate and diploma students on quality facilities, support services and campus climate. Significance differences were found among students of different years on quality facilities. Significant differences also existed among polytechnics in North, East, Central and South zones. All six service quality factors were linearly correlated and significant with levels of students’ satisfaction, the strongest was for campus climate (r =. 774, p =. 0001). Five out of six service quality factors accounted for 66.2% of the variance in students’ satisfaction. This study had implications on both quality facilities and support services in polytechnics. Both tangible (quality of program, facilities, academic staff, support services, accessibility and location) and intangibles aspects (campus climate) were important in polytechnics. Administrators need to improve strategies aimed at achieving better students’ satisfaction emphasizing both tangible and intangible aspects and responding to the demand for skilled workers in a competitive economy.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Zainal Abidin, Noor Saadah
author_facet	Zainal Abidin, Noor Saadah
author_sort	Zainal Abidin, Noor Saadah
title	The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
title_short	The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
title_full	The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
title_fullStr	The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
title_full_unstemmed	The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia
title_sort	relationship between perception and satisfaction of service quality among business students in polytechnics in malaysia
granting_institution	Universiti Putra Malaysia
granting_department	Educational Studies
publishDate	2008
url	http://psasir.upm.edu.my/id/eprint/4869/1/FPP_2008_8.pdf
_version_	1747810300581642240

The Relationship between Perception and Satisfaction of Service Quality among Business Students in Polytechnics in Malaysia

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