School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia
<p>This study aimed to examine the school service quality and satisfaction among secondary</p><p>level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution</p><p>and significant influence of service q...
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LB Theory and practice of education Nageib, Abeer Mohamed School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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<p>This study aimed to examine the school service quality and satisfaction among secondary</p><p>level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution</p><p>and significant influence of service quality on students satisfaction. This study has focused</p><p>on five dimensions of service quality based on the SERVQUAL scale which was proposed</p><p>by Parasuraman et al. in 1985. These five dimensions are tangibles, reliability,</p><p>responsiveness, assurance, and empathy. Structured questionnaire was used to collect data</p><p>and the sample consists of 191 secondary level students selected randomly from Arab schools</p><p>in Kuala Lumpur, Malaysia. This study has used correlation and regression for data analysis.</p><p>The findings revealed that there are positive relationships between four dimensions of service</p><p>quality i.e. tangibles (r=.253, p<.000,), reliability (r=.432, p<.000,), responsiveness (r=.336,</p><p>p<.000,), assurance (r=.490, p<.000,). The results also showed that there is no significant</p><p>relationship between empathy (r=.129, p>076,) dimension and student satisfaction. The</p><p>regression analysis revealed that R2= .324, p<.000. This means that 32.4% of the</p><p>independent variables explained the variance in the dependent variable. As a conclusion,</p><p>assurance is the most significant contributor to student satisfaction followed by reliability</p><p>and responsiveness. In addition, the findings suggest the need for Arab schools to work on</p><p>improving the quality of all their service dimensions and provide special attention to</p><p>assurance, reliability and responsiveness.</p> |
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Master's degree |
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Nageib, Abeer Mohamed |
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Nageib, Abeer Mohamed |
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Nageib, Abeer Mohamed |
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School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia |
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school service quality and satisfaction among secondary level students of arab schools in kuala lumpur malaysia |
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Universiti Pendidikan Sultan Idris |
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Fakulti Pengurusan dan Ekonomi |
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2021 |
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oai:ir.upsi.edu.my:72452022-07-14 School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia 2021 Nageib, Abeer Mohamed LB Theory and practice of education <p>This study aimed to examine the school service quality and satisfaction among secondary</p><p>level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution</p><p>and significant influence of service quality on students satisfaction. This study has focused</p><p>on five dimensions of service quality based on the SERVQUAL scale which was proposed</p><p>by Parasuraman et al. in 1985. These five dimensions are tangibles, reliability,</p><p>responsiveness, assurance, and empathy. Structured questionnaire was used to collect data</p><p>and the sample consists of 191 secondary level students selected randomly from Arab schools</p><p>in Kuala Lumpur, Malaysia. This study has used correlation and regression for data analysis.</p><p>The findings revealed that there are positive relationships between four dimensions of service</p><p>quality i.e. tangibles (r=.253, p<.000,), reliability (r=.432, p<.000,), responsiveness (r=.336,</p><p>p<.000,), assurance (r=.490, p<.000,). The results also showed that there is no significant</p><p>relationship between empathy (r=.129, p>076,) dimension and student satisfaction. The</p><p>regression analysis revealed that R2= .324, p<.000. This means that 32.4% of the</p><p>independent variables explained the variance in the dependent variable. As a conclusion,</p><p>assurance is the most significant contributor to student satisfaction followed by reliability</p><p>and responsiveness. In addition, the findings suggest the need for Arab schools to work on</p><p>improving the quality of all their service dimensions and provide special attention to</p><p>assurance, reliability and responsiveness.</p> 2021 thesis https://ir.upsi.edu.my/detailsg.php?det=7245 https://ir.upsi.edu.my/detailsg.php?det=7245 text eng closedAccess Masters Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Abd Manaf, N. H., Ahmad, K., & Ahmed, S. (2013). Critical factors of service quality</p><p>in a graduate school of Malaysia. International Journal of Quality and Service</p><p>Sciences, 5(4), 415431. https://doi.org/10.1108/IJQSS-07-2012-0006</p><p></p><p>Abili, K., Narenji Thani, F., & Mokhtarian, F. (2011). Assessing quality gap of</p><p>university services. Asian Journal on Quality, 12(2), 167175.</p><p>https://doi.org/10.1108/15982681111158724</p><p></p><p>Akhlaghi, E., Amini, S., & Akhlaghi, H. (2012). 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