E-PAYMENT SERVICE QUALITY AND STUDENT SATISFACTION: A STUDY AT UUM SINTOK

Abstract

The purpose of this study, which used the SERVQUAL model of service quality in an e-payment system, was to ascertain that service quality is linked with student satisfaction in UUM Sintok. Further, an investigation of service quality dimension items has found that they are the greatest associated with student satisfaction. This study used sample random sampling to choose the respondents, and data were gathered from validated respondents. Thus, results revealed that the respondents generally expressed higher satisfaction with the service quality of e-payment systems. The findings also positively correlated student satisfaction and service quality, such as tangibles, reliability, responsiveness, empathy and assurance in e-payment systems. The studies developed hypotheses for testing using quantitative research methodology and data analysis was done using SPSS. Furthermore, the study outcome showed that the e-payment system’s service quality is an important predictor that showed a significant fit for student satisfaction. Retailers may use the study’s output to develop a new strategy to increase student satisfaction.