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Engineering Postgraduates Perceived Service Quality and Its Association With Satisfaction And Loyalty

机译：工程研究生感知服务质量及其与满意度和忠诚的关联

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摘要

Increasing demand for competence and effectiveness in a competitive global market has made measuring service quality a significant requirement for all successful higher education institutions. This study identifies dimensions of service quality in higher education context. The survey first assessed the level of perceived service quality, satisfaction and loyalty by using mean analysis based on a sample including 357 international engineering postgraduate students from a university in Malaysia. The 22 items of service quality used in this study were distributed into five different factors: Tangible, Reliability, Assurance, Responsiveness and Empathy. Second, the study testifies the impact of perceived service quality on satisfaction and loyalty. Third, the effect of satisfaction on loyalty is testifies. Fourth, the study confirms that Empathy has significant contributions to satisfaction and loyalty. Fifth, data analysis by assessing AHP method, prioritize and weight factors of service quality. This study also shows these students do not have positive perceived service quality, satisfaction and loyalty. In this university the international students may consider western universities as a benchmark, thus causing this university to be rated lowly.
机译：竞争激烈的全球市场对能力和效力的需求越来越多，为所有成功的高等教育机构提供了重大要求。本研究确定了高等教育背景下的服务质量的维度。该调查首先通过使用基于示例的示例进行了平均分析，评估了感知服务质量，满意度和忠诚度的水平，包括来自马来西亚大学的大学的357个国际工程研究生。本研究中使用的22项服务质量分布为五种不同的因素：有形，可靠性，保证，响应性和同理心。其次，该研究证明了感知服务质量对满意和忠诚的影响。第三，对忠诚度满意度的影响是作证的。第四，该研究证实了同理心对满足和忠诚度有重大贡献。第五，通过评估AHP方法，服务质量优先考虑和权重因子来分析。本研究还显示这些学生没有积极的感知服务质量，满意度和忠诚度。在这所大学中，国际学生可以认为西方大学是基准，从而导致这所大学差价低估。

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