The Impact of Service Quality Dimensions on Students’ Satisfaction: A Study of International Students in Malaysian Public Universities

Authors

  • Abdul Hakeem Alade Najimdeen Kulliyyah of Education, International Islamic University Malaysia
  • Ismail Hussein Amzat Kulliyyah Of Education, International Islamic University Malaysia
  • Hairuddin Bin Mohd Ali Kulliyyah of Education, International Islamic University Malaysia

DOI:

https://doi.org/10.31436/ijes.v9i2.324

Keywords:

Quality Service , ServQual, Customer satisfaction, Student loyalty, Student Mobility, International students , International education

Abstract

This study is conducted to examine the relationship between quality service and students’ satisfaction based on the perceptions of international students in Malaysian public universities. The questionnaire used was adapted from ServQual and Customer Satisfaction instruments. Using the mean scores, Cronbach Alpha, correlation matrix, and regression analysis, the findings indicated moderate positive perceptions of overall university quality service and satisfaction with a low level of satisfaction for some dimensions of quality service such as empathy and assurance. This gap can be minimized by improving the issues of trust, courtesy, and responsiveness of university service with more focus on the emotional aspects and human connection in delivery service.

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Author Biographies

Ismail Hussein Amzat, Kulliyyah Of Education, International Islamic University Malaysia

Associate Professor. Kulliyyah of Education,
International Islamic University
Malaysia, Gombak

Hairuddin Bin Mohd Ali, Kulliyyah of Education, International Islamic University Malaysia

Professor. Kulliyyah of Education,
International Islamic University
Malaysia, Gombak

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Published

2021-06-21

How to Cite

Najimdeen, A. H. A., Amzat, I. H. ., & Ali, H. B. M. (2021). The Impact of Service Quality Dimensions on Students’ Satisfaction: A Study of International Students in Malaysian Public Universities. IIUM Journal of Educational Studies, 9(2), 89–108. https://doi.org/10.31436/ijes.v9i2.324