A study on the Service Quality Satisfaction among Executive Postgraduate Students

• Main Author: Mohd Firdaus, Ibrahim
• Format: Thesis
• Language: English; English; English
• Published: 2019
• Subjects: HD28-70 Management. Industrial Management
• Online Access: https://etd.uum.edu.my/8744/1/S820298_01.pdf; https://etd.uum.edu.my/8744/2/S820298_02.pdf; https://etd.uum.edu.my/8744/3/820298%20REFERENCES.docx; https://etd.uum.edu.my/8744/
• Institution: Universiti Utara Malaysia

The purpose of this study is to identify the relationship between service quality dimension and satisfaction among postgraduate executive student. This study applied HEdPERF (Higher Education Performance) scale to measure service quality satisfaction in the higher education institution. The dimensions that involve in this study are academic aspect, non-academic aspect, access, program issues and reputation. The method used is a structured questionnaire emailed to 400 postgraduate’s executive student. The analysis involved in this study is descriptive analysis, factor analysis, correlation analysis and regression analysis. The finding of found that only access and reputation are correlated to postgraduate executive student satisfaction on service quality. The finding highlighted the importance of access and reputation when dealing with post graduates programs to higher institution and scholar so that appropriate strategies could be formulated to increase postgraduate executive student satisfaction toward service quality in higher education institution.