Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)

Student satisfaction and quality of education are of compelling interest to students, academic staff, policymakers and higher education researchers internationally. Students’ expectations can influence levels of student satisfaction before their study and their pre-conceived beliefs regarding the...

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Main Author:	Mohammed Alerqi, Eman Saleh Ahmed
Format:	Thesis
Language:	English English English
Published:	2020
Subjects:	T Technology (General)
Online Access:	http://eprints.uthm.edu.my/6490/1/24p%20EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI.pdf http://eprints.uthm.edu.my/6490/2/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6490/3/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20WATERMARK.pdf
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id	my-uthm-ep.6490
record_format	uketd_dc
spelling	my-uthm-ep.64902022-02-06T21:16:43Z Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM) 2020-10 Mohammed Alerqi, Eman Saleh Ahmed T Technology (General) HF5410-5417.5 Marketing. Distribution of products Student satisfaction and quality of education are of compelling interest to students, academic staff, policymakers and higher education researchers internationally. Students’ expectations can influence levels of student satisfaction before their study and their pre-conceived beliefs regarding the value of their education. It concerns that with less emphasis on the quality of services that provided by the Higher Education Institution (HEI) to the students may pose a threat regarding the satisfaction, retention and recruitment of the students which reduces the competitiveness of the institution. This study seeks to measure the service quality success factors through the perspective of international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia. A questionnaire survey was carried out among international students in UTHM. A total of 246 questionnaires were collected and found valid. Analysis of Moment Structures Equation Modelling (AMOS-SEM) model was developed and found that seven groups of factors for service quality influences the satisfaction and loyalty towards UTHM, these factors are namely teaching, course content and supervision; administrative services; academic facilities; campus infrastructure; support services; student’s satisfaction and student’s loyalty. The findings from the critical factors of service quality through path analysis using structural model indicated that administrative services; academic facilities and support services have a significant effect on student's satisfaction, and student's satisfaction has a significant impact on student's loyalty while teaching, course content and supervision; and campus infrastructure groups were not supported. The implication of this research could enhance and further strengthen UTHM structures and creating new output as an adaptable strategy and education management tool. 2020-10 Thesis http://eprints.uthm.edu.my/6490/ http://eprints.uthm.edu.my/6490/1/24p%20EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI.pdf text en public http://eprints.uthm.edu.my/6490/2/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/6490/3/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	T Technology (General) T Technology (General)
spellingShingle	T Technology (General) T Technology (General) Mohammed Alerqi, Eman Saleh Ahmed Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
description	Student satisfaction and quality of education are of compelling interest to students, academic staff, policymakers and higher education researchers internationally. Students’ expectations can influence levels of student satisfaction before their study and their pre-conceived beliefs regarding the value of their education. It concerns that with less emphasis on the quality of services that provided by the Higher Education Institution (HEI) to the students may pose a threat regarding the satisfaction, retention and recruitment of the students which reduces the competitiveness of the institution. This study seeks to measure the service quality success factors through the perspective of international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia. A questionnaire survey was carried out among international students in UTHM. A total of 246 questionnaires were collected and found valid. Analysis of Moment Structures Equation Modelling (AMOS-SEM) model was developed and found that seven groups of factors for service quality influences the satisfaction and loyalty towards UTHM, these factors are namely teaching, course content and supervision; administrative services; academic facilities; campus infrastructure; support services; student’s satisfaction and student’s loyalty. The findings from the critical factors of service quality through path analysis using structural model indicated that administrative services; academic facilities and support services have a significant effect on student's satisfaction, and student's satisfaction has a significant impact on student's loyalty while teaching, course content and supervision; and campus infrastructure groups were not supported. The implication of this research could enhance and further strengthen UTHM structures and creating new output as an adaptable strategy and education management tool.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Mohammed Alerqi, Eman Saleh Ahmed
author_facet	Mohammed Alerqi, Eman Saleh Ahmed
author_sort	Mohammed Alerqi, Eman Saleh Ahmed
title	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_short	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_full	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_fullStr	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_full_unstemmed	Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)
title_sort	measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards university tun hussein onn malaysia (uthm)
granting_institution	Universiti Tun Hussein Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2020
url	http://eprints.uthm.edu.my/6490/1/24p%20EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI.pdf http://eprints.uthm.edu.my/6490/2/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6490/3/EMAN%20SALEH%20AHMED%20MOHAMMED%20ALERQI%20WATERMARK.pdf
_version_	1747831072063750144

Measuring the service quality factors of perspective international students to improve their satisfaction and loyalty towards University Tun Hussein Onn Malaysia (UTHM)

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