期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2021
卷号：11
期号：8
页码：1890-1900
DOI：10.6007/IJARBSS/v11-i8/10676
语种：English
出版社：Human Resource Management Academic Research Society
摘要：Student satisfaction, a factor that has been increasing in importance as it continues to influence the development and operation amongst private universities in Malaysia. This research focuses on this factor, amongst others, in their roles in affecting undergraduate students’ satisfaction in private universities in Selangor, Malaysia. With higher education being an intangible service rather than a tangible product, this research seeks to hypothesis and analyse the relationship between service quality in the context of tangibility, assurance, reliability, responsiveness, and empathy. In this study, the research objectives and questions are highlighted, and a conceptual framework that integrates different factors influencing the satisfaction of undergraduates is proposed. A 5-point Likert scale survey (N=288) was conducted; data were analysed using Multiple Regression Analysis through SPSS. Three factors, tangibility, assurance and empathy showed a significant influence in predicting students’ satisfaction amongst private university students.
