Related Research .
Research of Jalal, R. M. Hanaysha, Haim Hilman Abdullah and Ari Warokka.(2011 ).Studies of Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness.
This research studies Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness .One of important determinants of national competitiveness is the quality of its higher education. This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learning institutions (HEIs). To remain competitive, it requires HEIs to continuously acquire, maintain, and build stronger relationships with students. The main purpose of this paper is to evaluate students’ satisfaction on services provided by HEIs. Specifically, the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) or SERVQUAL and students’ satisfaction. From 1000 questionnaires being sent out to respondents, 360 responded. The ;indings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated that all the five dimensions of service quality were correlated with student satisfaction
Research of Salem, A.S. AL-Rahimy (2013). Studies of Students satisfaction with service quality in Jordanian universities.
This study aimed to reveal the satisfaction of bachelor students in Jordanian universities (both public and private), and to shed light on the level of service quality on the point of view of students in these universities, so the study compares students' perceptions of service quality of public and private universities in Jordan through questionnaire. The service quality of both has been measured by applying SERVPERF measure, which used to determine different dimensions of service quality: tangibility, reliability, responsiveness, assurance and empathy; T-test and Chi-Square analysis was used to determine the result of scale dimensions; and descriptive statistics were applied to describe the students profiles. The study was revealed that students of public universities are more satisfied with the quality of service than those of private universities.
Satisfaction is derived from service quality; students services is an integral part of education industry; that there are a statistical significant differences between the students of public and private universities with respect to service quality; and the level of students satisfaction with service quality in public universities is higher than privates.