A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia

Delivering superior service quality is becoming important elements in order to generate and maintaining loyal customers and it will be same in the higher education sector context. The higher education management or the universities have to provide superior service quality in order to retain loyal st...

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Main Author:	Abd. Aziz, Zarith Thuraya
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/78099/1/ZarithThurayaAbdMFM20151.pdf
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id	my-utm-ep.78099
record_format	uketd_dc
spelling	my-utm-ep.780992018-07-23T05:34:47Z A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia 2014-12 Abd. Aziz, Zarith Thuraya HD28 Management. Industrial Management Delivering superior service quality is becoming important elements in order to generate and maintaining loyal customers and it will be same in the higher education sector context. The higher education management or the universities have to provide superior service quality in order to retain loyal students and remain competitive in the industry. This study aims to investigate: i) the relationship between service quality and student satisfaction ii) the relationship between student satisfaction and student loyalty, and iii) the mediating effect of student’s perceived value on the relationship between service quality and student satisfaction. The research was conducted at University of Nottingham, Malaysia Campus and 355 students were selected randomly as a sample of this study. Then, a total of 220 set questionnaires were collected out of 355 set questionnaires distributed, indicating 61.97% of questionnaires returned. This study employs modified HEDPERF instruments (non-academic, academic, reputation, access, programme issues) and two additional dimensions (educational resources and financing). The Factor Analysis, Pearson Correlation and Hierarchical Regression model (to test mediation effects) were used in this study. The result of this study indicated that all dimensions of service quality have a positive relationship with student satisfaction. It also shows the high correlation between student satisfaction and student loyalty (r=0.787). Meanwhile, perceived value also identified has a partial mediator role on the relationship between service quality and student satisfaction. Based on this study, financing dimension has identified as an important role in influencing student satisfaction. This study also may provide useful information for University Nottingham, Malaysia in improving service quality, student satisfaction, student loyalty and perceived value. 2014-12 Thesis http://eprints.utm.my/id/eprint/78099/ http://eprints.utm.my/id/eprint/78099/1/ZarithThurayaAbdMFM20151.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:89872 masters Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Abd. Aziz, Zarith Thuraya A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
description	Delivering superior service quality is becoming important elements in order to generate and maintaining loyal customers and it will be same in the higher education sector context. The higher education management or the universities have to provide superior service quality in order to retain loyal students and remain competitive in the industry. This study aims to investigate: i) the relationship between service quality and student satisfaction ii) the relationship between student satisfaction and student loyalty, and iii) the mediating effect of student’s perceived value on the relationship between service quality and student satisfaction. The research was conducted at University of Nottingham, Malaysia Campus and 355 students were selected randomly as a sample of this study. Then, a total of 220 set questionnaires were collected out of 355 set questionnaires distributed, indicating 61.97% of questionnaires returned. This study employs modified HEDPERF instruments (non-academic, academic, reputation, access, programme issues) and two additional dimensions (educational resources and financing). The Factor Analysis, Pearson Correlation and Hierarchical Regression model (to test mediation effects) were used in this study. The result of this study indicated that all dimensions of service quality have a positive relationship with student satisfaction. It also shows the high correlation between student satisfaction and student loyalty (r=0.787). Meanwhile, perceived value also identified has a partial mediator role on the relationship between service quality and student satisfaction. Based on this study, financing dimension has identified as an important role in influencing student satisfaction. This study also may provide useful information for University Nottingham, Malaysia in improving service quality, student satisfaction, student loyalty and perceived value.
format	Thesis
qualification_level	Master's degree
author	Abd. Aziz, Zarith Thuraya
author_facet	Abd. Aziz, Zarith Thuraya
author_sort	Abd. Aziz, Zarith Thuraya
title	A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
title_short	A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
title_full	A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
title_fullStr	A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
title_full_unstemmed	A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia
title_sort	development of model for service quality, student satisfaction, student loyalty and perceived value in the university of nottingham, malaysia
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2014
url	http://eprints.utm.my/id/eprint/78099/1/ZarithThurayaAbdMFM20151.pdf
_version_	1747817906743279616

A development of model for service quality, student satisfaction, student loyalty and perceived value in the University of Nottingham, Malaysia

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