This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Furthermore, this study is also examine critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contributes most to the satisfaction of the students. This study was conducted using a set of questionnaire to 200 Bachelor Degree students from two private higher education institutions. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman’s SERVQUAL (1985), which related to the factors contributing to students’ satisfaction.
Previously, very less research done to test demographic factors that contribute towards satisfaction and service quality. This study attempts to examine the differences of selected demographic factors (gender, races and semester of studies) on the students' satisfaction and service quality. Furthermore, this study is also to examine any relationship between age and students' satisfaction and service quality. This study was conducted using a set of questionnaire to 200 Bachelor Degree students from two private higher education institutions. The study will provide results from empirical test of these differences and relationships. The empirical results of this study can provide any differences, which related to students' satisfaction on service quality.
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