Student Satisfaction with Polytechnic Service Quality: Dimensions Gaps and Antecedents

Seri Bunian Mokhtar1, Seri Intan Mokhtar2

(1. Politeknik Ungku Omar, Malaysia; 2. Universiti Malaysia, Malaysia)

Abstract: The purpose of the study was to evaluate the service quality of selected Premier Polytechnic. The statistical population consists of final semester students of premier polytechnic and 222 students were chosen. Self-administered questionnaire was used in this study to collect the related data to establish the relationship between service quality and students satisfaction. The data were collected using the SERVQUAL standardized questionnaire. Data analysis was done using paired samples t-test and Structural Equation Modeling. Data were analyzed using SPSS ver 21 and AMOS 21. The findings of the study showed a significant difference between the students' expectations and perceptions in all five dimensions of service quality and in all dimensions, students’ expectations had a higher level than the perceptions. Moreover, the finding also showed that three variables namely tangibility, assurance and empathy contributed significantly toward students’ satisfaction. Thus, this finding can be useful to policy makers to improve and create key facilities to satisfy the students in polytechnic.

Key words: dimension gap, antecedent