SERVQUAL and Student Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, assurance, reliability, responsiveness and empathy) and students' satisfaction. Moreover, this study is also examining critical factors in service quality dimensions (tangibility, assurance, reliability, responsiveness and empathy) that contributes most to the satisfaction of the students. This research was conducted using a set of questionnaire to 377 students who are studying in private higher education institutions located in Perak only. During the process of analyzing data, Statistical Package for Social Science (SPSS) version 20.0 was used. Respondents' feedback was analyzed and presented through the test of Pearson Product Moment Correlation Coefficient and Multiple Regression Analysis. 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 relevant to the factors contributing to students' satisfaction.