Education service experience : from the aspects of students' satisfaction and loyalty

Penyelidikan ini mengkaji tentang pcrhubungan di antara kepuasan par:1 penuntut dan rasa taat setia mereka terhadap khidmat yang diberikan di dalam hidang pendidikan (tinggi). Secara khususnya kajian ini meneliti tentang aspek kognitif dan afektif penuntut dalam rasa puas hati mereka, di samping...

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Main Author:	Liew , Kok Keong
Format:	Thesis
Language:	English
Published:	2006
Subjects:	HD28-70 Management Industrial Management
Online Access:	http://eprints.usm.my/29895/1/Liew_Kok_Keong.pdf
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id	my-usm-ep.29895
record_format	uketd_dc
spelling	my-usm-ep.298952018-04-06T01:59:03Z Education service experience : from the aspects of students' satisfaction and loyalty 2006-05 Liew , Kok Keong HD28-70 Management. Industrial Management Penyelidikan ini mengkaji tentang pcrhubungan di antara kepuasan par:1 penuntut dan rasa taat setia mereka terhadap khidmat yang diberikan di dalam hidang pendidikan (tinggi). Secara khususnya kajian ini meneliti tentang aspek kognitif dan afektif penuntut dalam rasa puas hati mereka, di samping menentukan sama ada ia boleh menjurus ke arah membentuk kesetiaan terhadap institusi pendidikan tersebut (secara perkhabaran lisan yang positif, perilaku membuat rungutan, perilaku membuat pertukaran dan kesanggupan untuk membayar jumlah wang yang lebih). Dari 329 maklumbalas pelajar kampus utama Universiti Sains Malaysia yang diterima, didapati bahawa hubungan sebagaimana yang disebutkan di atas hanyalah diterima sebahagiannya sahaja. This research studies the relationship between student satisfaction and student loyalty within the higher education service. ~1ore specifically, it examines the cognitive and affective aspects of students· satisfaction, to see whether the satisfaction will lead to loyalty (in terms of positive word of mouth, complaining behaviour, switching behaviour, and the willingness to pay more). From the 329 responses obtained from students in the main campus of University Sains Malaysia, the study finds that the relationship between student satisfaction and student loyalty was only partially supported. For cognitive dimensions, "feedback and assessment" and "perceived benefits" of each course showed positive and significant relations to "positive word of mouth". But, "feedback and assessment" showed negative relations to "complaining behaviour". '·Physical environment", and "feedback and assessment" were found significant and having positive relations to the "willingness to pay more". 2006-05 Thesis http://eprints.usm.my/29895/ http://eprints.usm.my/29895/1/Liew_Kok_Keong.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Pengurusan
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Liew , Kok Keong Education service experience : from the aspects of students' satisfaction and loyalty
description	Penyelidikan ini mengkaji tentang pcrhubungan di antara kepuasan par:1 penuntut dan rasa taat setia mereka terhadap khidmat yang diberikan di dalam hidang pendidikan (tinggi). Secara khususnya kajian ini meneliti tentang aspek kognitif dan afektif penuntut dalam rasa puas hati mereka, di samping menentukan sama ada ia boleh menjurus ke arah membentuk kesetiaan terhadap institusi pendidikan tersebut (secara perkhabaran lisan yang positif, perilaku membuat rungutan, perilaku membuat pertukaran dan kesanggupan untuk membayar jumlah wang yang lebih). Dari 329 maklumbalas pelajar kampus utama Universiti Sains Malaysia yang diterima, didapati bahawa hubungan sebagaimana yang disebutkan di atas hanyalah diterima sebahagiannya sahaja. This research studies the relationship between student satisfaction and student loyalty within the higher education service. ~1ore specifically, it examines the cognitive and affective aspects of students· satisfaction, to see whether the satisfaction will lead to loyalty (in terms of positive word of mouth, complaining behaviour, switching behaviour, and the willingness to pay more). From the 329 responses obtained from students in the main campus of University Sains Malaysia, the study finds that the relationship between student satisfaction and student loyalty was only partially supported. For cognitive dimensions, "feedback and assessment" and "perceived benefits" of each course showed positive and significant relations to "positive word of mouth". But, "feedback and assessment" showed negative relations to "complaining behaviour". '·Physical environment", and "feedback and assessment" were found significant and having positive relations to the "willingness to pay more".
format	Thesis
qualification_level	Master's degree
author	Liew , Kok Keong
author_facet	Liew , Kok Keong
author_sort	Liew , Kok Keong
title	Education service experience : from the aspects of students' satisfaction and loyalty
title_short	Education service experience : from the aspects of students' satisfaction and loyalty
title_full	Education service experience : from the aspects of students' satisfaction and loyalty
title_fullStr	Education service experience : from the aspects of students' satisfaction and loyalty
title_full_unstemmed	Education service experience : from the aspects of students' satisfaction and loyalty
title_sort	education service experience : from the aspects of students' satisfaction and loyalty
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Pengajian Pengurusan
publishDate	2006
url	http://eprints.usm.my/29895/1/Liew_Kok_Keong.pdf
_version_	1747820240848289792

Education service experience : from the aspects of students' satisfaction and loyalty

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