The Effects of Service Quality Dimensions on Students’ Satisfaction: HEDPERF Model Adoption

Khalid Amin Mat,Nor Alesha Md Shariff,Nur Shafini Mohd Said,Siti Rapidah Omar Ali

doi:10.24191/ji.v15i1.269

Abstract

Service quality has become one of the greatest imperative factors of students’ satisfaction in higher education industry these days. As the education sector is primarily considered service providing establishment, the service quality aspects are the key to sustainable competitive advantage. This study aims to determine the relationship between service quality aspects namely academic aspects, non- academic aspects and reputation towards students’ satisfaction. The HEDPERF model was used as a research framework. A set of 265 questionnaires were distributed to the undergraduate students in a public university in the East Coast of Malaysia by using stratified random sampling. A total of 260 of the questionnaires were returned equivalent to 95.84%. The data were analyzed using descriptive statistical analysis, Pearson Correlation and Multiple Regression. The findings revealed that all three dimensions of service quality have a positive relationship with the students’ satisfaction. Academic aspect revealed to be the most significant influence towards the students’ satisfaction. Suggestion to the management of higher education also been made particularly in the areas where improvement is required.

Highlights

To date, every higher education institution faced one common challenge which is how to facilitate its students’ well
Students have an extensive range of services to select from and good service quality certainly effects a university’s competitive advantage (Saravanam, 2018, Euraydice, 2017)
HEdPERF model was constructed for measuring service quality in the higher education setting and was considered a new instrument shaped by Abdullah (2006)

Summary

INTRODUCTION

Every higher education institution faced one common challenge which is how to facilitate its students’ well. HEdPERF model was constructed for measuring service quality in the higher education setting and was considered a new instrument shaped by Abdullah (2006). HEdPERF proposed six dimensions namely academic aspects, non-academic aspects, reputation, access, program issues as well as understanding (Abdullah, 2006). The authors recognized the three dimensions of the service quality concept; (i) Academic aspects: responsibilities of the instructors or academicians; (ii) Non-academic aspects: matters that are important to allow students to accomplish their study obligations and relate to duties passed out by non-academic staff (iii) Reputation: it is imperative for higher education institution in projecting a professional image. To support the HEdPERF dimensions concerning student’s judgement in Malaysian public higher education institution, this paper intends to determine the outcome of the service quality dimensions on the students’ satisfaction

LITERATURE REVIEW

METHODOLOGY

FINDINGS