Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia

Student satisfaction is a vital measure of service quality in educational institutions. Evaluating the university service quality provides an important feedback for the university to assess and develope its service to its students. Education institutions that looks for getting competitive advantage...

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Main Author:	Hanaysha, Jalal R. M.
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/2639/1/Jalal_R._M._Hanaysha.pdf https://etd.uum.edu.my/2639/2/1.Jalal_R._M._Hanaysha.pdf
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id	my-uum-etd.2639
record_format	uketd_dc
spelling	my-uum-etd.26392016-04-18T07:43:25Z Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia 2011-02 Hanaysha, Jalal R. M. Abdullah, Haim Hilman College of Business (COB) College of Business HF5415.33 Consumer Behavior. Student satisfaction is a vital measure of service quality in educational institutions. Evaluating the university service quality provides an important feedback for the university to assess and develope its service to its students. Education institutions that looks for getting competitive advantage in the future, should search for innovative and effective methods to acquire, maintain and build stronger relationships with their students. The main purpose of this paper is to evaluate students' level of satisfaction toward the services provided by Universiti Utara Malaysia. Furthermore, It aims to determine if their is asignificant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy) and students' satisfaction. This research was conducted using a set of questionnaire to 360 postgraduate students including local and international who are currently studying at Universiti Uatara Malaysia, whereby five Likert skale questionnaires used as an instrument to gather the relevant data and information. However, majority of students are satisfied with the facilities provided by the university. The findings of this study will provide the university with some solutions to enhance its performance and increase the number of its students. In general, the results indicated that the five dimensions of service quality were correlated with student satisfaction. Data were collected using survey method, whereby five Likert scale questionnaires will be used as the tool to collect the relevant data and information. 2011-02 Thesis https://etd.uum.edu.my/2639/ https://etd.uum.edu.my/2639/1/Jalal_R._M._Hanaysha.pdf application/pdf eng validuser https://etd.uum.edu.my/2639/2/1.Jalal_R._M._Hanaysha.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdullah, Haim Hilman
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Hanaysha, Jalal R. M. Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
description	Student satisfaction is a vital measure of service quality in educational institutions. Evaluating the university service quality provides an important feedback for the university to assess and develope its service to its students. Education institutions that looks for getting competitive advantage in the future, should search for innovative and effective methods to acquire, maintain and build stronger relationships with their students. The main purpose of this paper is to evaluate students' level of satisfaction toward the services provided by Universiti Utara Malaysia. Furthermore, It aims to determine if their is asignificant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy) and students' satisfaction. This research was conducted using a set of questionnaire to 360 postgraduate students including local and international who are currently studying at Universiti Uatara Malaysia, whereby five Likert skale questionnaires used as an instrument to gather the relevant data and information. However, majority of students are satisfied with the facilities provided by the university. The findings of this study will provide the university with some solutions to enhance its performance and increase the number of its students. In general, the results indicated that the five dimensions of service quality were correlated with student satisfaction. Data were collected using survey method, whereby five Likert scale questionnaires will be used as the tool to collect the relevant data and information.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Hanaysha, Jalal R. M.
author_facet	Hanaysha, Jalal R. M.
author_sort	Hanaysha, Jalal R. M.
title	Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
title_short	Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
title_full	Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
title_fullStr	Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
title_full_unstemmed	Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia
title_sort	service quality and satisfaction among postgraduate students at universiti utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/2639/1/Jalal_R._M._Hanaysha.pdf https://etd.uum.edu.my/2639/2/1.Jalal_R._M._Hanaysha.pdf
_version_	1747827394035580928

Service Quality and Satisfaction Among Postgraduate Students at Universiti Utara Malaysia

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