Abstract
For a higher educational institution, students’ satisfaction plays an important part in the measurement of customer satisfaction in assessing service quality. Student satisfaction measures how well the expectations of a student relating to a service provided by the university. The purpose of this paper is to investigate the elements of service quality process and the learning outcome and its relationship to students’ satisfaction level. The researcher conducted the research based on the SERVQUAL model to measure the gap between students’ expectation for the service and their perception of actual service delivered. The five dimensions of service quality are studied, which include assurance, responsiveness, empathy, reliability, and tangibility. Several satisfaction levels were also evaluated include the student’s satisfaction level on the service quality of the lecturers, physical facilities, the learning outcome and their demographic profiles. The data were analysed using the SPSS software. The result indicated that the students are satisfied with the quality of the lecturers, physical facilities and the learning outcome but there are certain elements in the service delivery that need to be improved. These are indicated by the gaps between students’ expectation and their actual experience. The finding helps the management of the university understand both student expectations and perceptions of specific services, and areas that need to be improved.
Highlights
Malaysia is a developing country and needs to compete in a global era to achieve a developed nation level ahead of Vision 2020
The objective of this study is to identify the application of problem solving skills through entrepreneurship cocurriculum among University Tun Hussein Onn Malaysia (UTHM) students
Based on the RPP, it is found that the aim of this subject is to produce graduates with soft skills in entrepreneurship, especially in terms of entrepreneurial knowledge, entrepreneurship skills and business base that can be applied in the career development
Summary
Malaysia is a developing country and needs to compete in a global era to achieve a developed nation level ahead of Vision 2020. Employees who are required to meet the needs of employers and the industrial sector are academically and technically qualified but include the mastery of other skills such as problem solving skills, critical thinking skills and creative, technological use and communication skills. The statement by AC Nielsen (ACNielsen, 2000) found that employers are more concerned with creative skills, natural abilities, communication, problem solving and group collaboration in finding potential employees. The impact of global developments on the industry and the sectors of employment reflects the increasing demand for labor that is qualified and knowledgeable, but the mastery of employment skills and the use of information and communications technology is emphasized (Mohamad et al, 2009). With the upsurge in demand for highly knowledgeable and highly skilled workforce affects the increased competition among graduates to obtain a suitable place in the employment sector. The impact of competition will bring unemployment problems among graduates
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