School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia
<p>This study aimed to examine the school service quality and satisfaction among secondary</p><p>level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution</p><p>and significant influence of service q...
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| Format: | thesis |
| Language: | eng |
| Published: |
2021
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=7245 |
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| Summary: | <p>This study aimed to examine the school service quality and satisfaction among secondary</p><p>level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution</p><p>and significant influence of service quality on students satisfaction. This study has focused</p><p>on five dimensions of service quality based on the SERVQUAL scale which was proposed</p><p>by Parasuraman et al. in 1985. These five dimensions are tangibles, reliability,</p><p>responsiveness, assurance, and empathy. Structured questionnaire was used to collect data</p><p>and the sample consists of 191 secondary level students selected randomly from Arab schools</p><p>in Kuala Lumpur, Malaysia. This study has used correlation and regression for data analysis.</p><p>The findings revealed that there are positive relationships between four dimensions of service</p><p>quality i.e. tangibles (r=.253, p<.000,), reliability (r=.432, p<.000,), responsiveness (r=.336,</p><p>p<.000,), assurance (r=.490, p<.000,). The results also showed that there is no significant</p><p>relationship between empathy (r=.129, p>076,) dimension and student satisfaction. The</p><p>regression analysis revealed that R2= .324, p<.000. This means that 32.4% of the</p><p>independent variables explained the variance in the dependent variable. As a conclusion,</p><p>assurance is the most significant contributor to student satisfaction followed by reliability</p><p>and responsiveness. In addition, the findings suggest the need for Arab schools to work on</p><p>improving the quality of all their service dimensions and provide special attention to</p><p>assurance, reliability and responsiveness.</p> |
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