Empirical study on service quality and student satisfaction at YSCT

Azilah Baddiri and Clarice Duasin and Caroline Satu and Rohani Mamat and Mazlinda Musa and Chung Su Chin and Tri Sumarsih and Baidi Baddiri (2024) Empirical study on service quality and student satisfaction at YSCT. International Journal of Education, Psychology and Counselling (IJEPC), 9. pp. 1-20. ISSN 0128-164X

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Abstract

In today’s competitive environment, the education has not only become a major industry and need of the day but it is also an investment by the parents for their children. In public as well as in private sector, the quality of education is an important factor that considered for attracting and retaining the students who want to get higher education. It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. The main purpose of this study is to identify the level of service quality as perceived by students in the YSCT and to identify the level of student satisfactions towards service quality. Purposive and simple randomized sampling technique was used to collect quantitative data from customers of Yayasan Sabah College of Technology (YSCT) to get their satisfaction levels and level of service quality which were substituted in the SERVQUAL model. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction, service quality and SERVQUAL dimensions. It provides results that could be useful to top management in business organizations for strategic planning

Item Type:	Article
Keyword:	Service Quality and Student Satisfaction
Subjects:	B Philosophy. Psychology. Religion > B Philosophy (General) > B1-5802 Philosophy (General) > B108-5802 By period Including individual philosophers and schools of philosophy > B790-5802 Modern > B808-849 Special topics and schools of philosophy U Military Science > U Military Science (General) > U1-900 Military science (General) > U400-714 Military education and training
Department:	FACULTY > Faculty of Medicine and Health Sciences
Depositing User:	ABDULLAH BIN SABUDIN -
Date Deposited:	24 Mar 2025 16:23
Last Modified:	24 Mar 2025 16:23
URI:	https://eprints.ums.edu.my/id/eprint/43304

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