...three variables to measure service businesses: service quality, product quality and price/quality ratio. Another study done by Nassrin (2009) has found that there is a difference in the level of satisfaction of students from different academic levels about university restaurants. We used these theories in our hypothesis and variables formulation and we found that that the level of satisfaction of students toward the restaurants differs between students of different academic levels. We proposed some recommendations for the managers to enhance the satisfaction level of students. We recommended them to do a qualitative research to know the specific needs of each of each of the academic level, and then use these findings to reshape the marketing and product mix of the Newrest restaurant. Introduction As the population is growing at a high and fast rate, and the world is recognizing a rapid-changing environment, the issue of customer satisfaction is becoming more and more critical as well as crucial while launching products into the market; this is done in order to satisfy customers’ needs and wants, and hence meet their requirements. In fact, with the adoption of new technologies and the increased awareness of consumers about the products and services offered in the market, the competition in the business market is becoming more and tougher. For that purpose, companies strive to capture target customers by differentiating their products and services from competition, and hence...
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...Introduction Service industries are playing an increasingly important role in the economy of many nations. In today‟s global competition, service quality is portrait to be the key for success and many experts concur that the most powerful competitive trend currently shaping marketing and business strategy is the service quality. High service quality is correlated with an increase in profitability in organisations because of repeated sales, positive word-of- mouth, feedback, customer loyalty and competitive product differentiation hence resulting in satisfied customers (Abdullah, 2006). In Malaysia, the service sector has increased significantly over the years. In 1980 it had contributed to 44.7% of the Gross Domestic Product (GDP) and 46.0% of the total employment of the country, by 2005 the GDP had grown to 60.8% and the total employment at 58.0%. As it was written by the Edge Financial Daily (2011), Malaysia‟s high education sector has increased the number of both private and public institutions. It was stated that there are about 20 public universities, 26 private universities, 23 private university colleges and 5 foreign universities with branch campuses. With this ample of institutions in the country the number of students heading abroad for higher education has decreased sharply from 117, 297 in the year 2000 to 58, 963 in 2009. Also there has been an increase of international students in local private universities 1 from 1995 with 580 students to 86,923 in the...
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...Title: student’s satisfaction toward facilities and services provided College Poly-tech Mara Kuala Lumpur 1.1 Introduction The first chapter attempt to discuss the background of the study, which provides a general idea on the scope of the study. In addition, this chapter presents the identified research problem and it followed by the objective of the study. Then this chapter will proceeds with the explanation of the importance of the study. The main focus of this study is about student’s satisfactions towards facilities and services provided by College Poly-Tech Mara Kuala Lumpur (KPTM). Based on Lawrence, O. Picus, et al., Services it can be concluded that there is essentially no relationship between the quality of school facilities and student...
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...Academic Factors Affecting Student Satisfaction at the University of Buckingham. Introduction The University of Buckingham is the only independent University in the United Kingdom. Many studies have acknowledged the benefits of the private universities compare to public universities. Private universities are more customized: small classes, strong relationship between students and lecturers. Frankly speaking, service quality and student satisfaction is significantly higher in private universities. Intensifying competition and more demanding customers have led universities to identify what is important for students. Furthermore, higher education is recognized as a service industry and it should deliver a high service quality, meet the expectations and needs of students (Cheng and Tam 1997). Given that relevant research on academic factors affecting student satisfaction is limited, the purpose of this study is to identify the level of student satisfaction at the University of Buckingham in correlation with the academic factors with the following research questions being addressed: 1. Does academic factors (high standard of teaching with quality lecturers, course availability, course content, academic advising, variety of courses and class sizes) influence the level of Student Satisfaction at the University of Buckingham? 2. What are factors that have the highest impact on the level of student satisfaction at the University of Buckingham? 3. Does the...
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...CHAPTER 1 Title: student’s satisfaction toward facilities and services provided College Poly-tech Mara Kuala Lumpur 1.0 Introduction The first chapter attempt to discuss the background of the study, which provides a general idea on the scope of the study. In addition, this chapter presents the identified research problem and it followed by the objective of the study. Then this chapter will proceeds with the explanation of the importance of the study. The main focus of this study is about student’s satisfactions towards facilities and services provided by College Poly-Tech Mara Kuala Lumpur (KPTM). Based on Lawrence, O. Picus, et al., Services it can be concluded that there is essentially no relationship between the quality of school facilities and student performance when other factors known to impact student performance are accounted for. This does not suggest investments in school facilities are not important-all children are entitled to attend school in safe, clean, and appropriate educational environments. However, policymakers should be aware that investments in facilities by themselves are unlikely to improve student learning. The main reasons of the writer choose did topic because to identify the factors that influence students satisfactions toward facilities and services provided College Poly-tech Mara Kuala Lumpur services. Besides, the organization can use all the information to perform well to their students with the effective strategies. This topic or this research...
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...The Level of Satisfaction with Services of the Davao Doctors College: Basis for a Development Plan Lily B. Babayen-On Abstract This study was carried out to determine the level of satisfaction of students with the services of the Davao Doctors College and to take these points into consideration while making educational plans. Specifically, the study sought to find answers to seven questions related to the services of Davao Doctors College. The research methodology employed in the study was the descriptive design, specifically using a combination of the descriptive status and correlational survey. The correlational survey, was used to determine the relationship between and among the variables used in the study. The study was conducted at Davao Doctors College with 352 student-respondents who were enrolled in the different courses for the Summer 2007. Of all the services, guidance and counseling services was rated highest while canteen services, the lowest. The student respondents had only moderate satisfaction with the services of the Davao Doctors College. Students’ satisfaction was highest in the guidance and counseling services and lowest in the canteen services. It was shown that regardless of socio-educational characteristics, students’ satisfaction did not vary significantly. A notable finding is that implementation of services is significantly correlated to the satisfaction with the services received. Through multiple regression analysis, of the 12 service...
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...Chapter I PERCEPTION OF STUDENTS TOWARDS STUDENTS’ SERVICE IN NEUST, SUMACAB CAMPUS Introduction Educating students is the primary role of every school. Next to home it is the place where most of the students spend a long period of their time. The purpose is to acquire and equip their self with the knowledge they needed. It is also in school that they develop their natural capabilities. What they learn inside the institution; one day will be their foundation and strength to succeed. There are many barriers that make it difficult for students to achieve their educational goals. Therefore, schools provide broad range of student services that helps students to achieve their educational goals. Student services are vital for every student as it support them in every aspect of their study. Statement of the Problem This study attempts to determine the following: 1.) Profile of the respondents in terms of: 1.1 Gender; 1.2 Age; 1.3 Number of years in the NEUST; 1.4 Course. 2.) The level of students’ satisfaction towards the students’ service in terms of: 2.1 Counseling service; 2.2 Health service; 2.3 Food service; and 2.4 Library service. 3.) Implication of the study to the institution. Conceptual Frameworks The researchers use the input-process-output model developed by e.j. miller and a.k. rice. “The input-process-output is a graphical presentation of all the factors that make up a process. An input-process-output diagram includes all of the raw materials...
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...INTRODUCTION Customer satisfaction refers to a measure or degree of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences. It’s a well-known fact that no business can exist without customers. In the business of website design, it’s important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it’s critical that you form a close working relationship with your client, customer satisfaction is of vital importance. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." National Institute of Fashion Technology was set up in 1986 under the Ministry of Textiles, Government of India. It has emerged as the premier Institute of Design, Management and Technology, developing professionals for...
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...Izwan Bin Hussain investigates the level of satisfaction on library services among part 5 Finance students in the UiTM Malacca City Campus. This report consist of 27 pages was called for on 11 April 2012 and to be submitted b 24 May 2012 together with his recommendations. B. Background of Study UiTM City Campus Malacca was launched on 26 Mac 2007 by the Y.A.B Ketua Menteri Melaka, Datuk Seri Haji Mohd.Ali bin Mohd.Rustam. UiTM Malacca City Campus which is situated at Jalan Hang Tuah, started its operation on 15 December 2006 and being conducted by 11 administration staff. Its academic activity started only on 3 January 2007. At 8 June 2011, UiTM Malacca’s City Campus now has 119 non-academic staffs and 188 academic staffs. Besides that, UiTM also provide many facilities and accommodation such as study hall, ICT room, and library for their students to feel suitable and better when study. Basically, in the library provide table and chair for students to study, provide space for watching television and read newspaper, provide thousands of academic and knowledge books, magazines, provide printer and photocopy machine, service for students to borrow the book, provide computer and internet service to facilitate students find information for their assignment. University libraries today are faced with challenges on several elements such as mega book stores, online information providers, e-learning and multimedia products, document delivery services, and other competitive sources of...
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...Measuring customers’ satisfaction with E-government services in Egypt "A case study of E-Education Services" 1 Contents I.Introduction and research problem II.The E-government and customer satisfaction (Theoretical Framework) a- E-government services b- Customer satisfaction c-The relationship between the two concepts Page number 3 4-7 III.Measuring customers’ satisfaction with E-government services in Egypt (A case study on E-education services) a- The Egyptian experience in applying the E-government services. b- The satisfaction of the customers (students) with in E-education services. c- Evaluating of the E- services and addressing the challenges and the opportunities. IV.Conclusion V.References Annex 1- Egypt's short country fact sheets 7-12 13 14-16 17-21 2 I. Introduction E-government is one of the obvious manifestations of the adoption of information and communication technologies in the public work place. It implies the delivery of government services to customers, business partners, government employees, and other government agencies (Deloitte Research, 2000). Elmargamid and McIver (2001) classified E-government services into four levels; one-way information provision, bi-directional information on demand, complex transactional services to the creation of e-customer portals. Examples of these services are vast including; birth and death certificates, property taxes, vehicle taxes, income returns taxes, shop...
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...FACTORS IMPACTING STUDENT SATISFACTION IN MONASH UNIVERSITY MALAYSIA Nahian Ali(25651137) Sarani Tilekaratne(25770888) Anfaal Alkharusi(24728128) Monash University Malaysia(2015) INTRODUCTION Background The environment that higher educational institutions have operated in has changed dramatically over the years. Among the main precursors to these changes are alterations of the demographic structure, socio-economic changes, the development of new information and communication technologies, the new knowledge society and the debate over the role of education, of human capital and of scientific research in our societies (Fram & Camp, 1995). These changes together with a questioning of the functionality and performance of university institutions, an increase of society’s expectations with respect to the performance of public universities, as well as an increase in the demands of the various users of these services have resulted in a concern to improve the quality of teaching, research and all services that a university provides (Capelleras & Veciana, 2001). Higher education is increasingly recognized as a service industry, placing greater emphasis on meeting the expectations and needs of its participating customers, who are the students. According to Astin (1993), just like any form of business, factors related to satisfaction levels and students’ perceptions of quality will attract and retain students. Satisfaction is defined as being a consequence of the...
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...public university that has approximately 2,100 students that focus on bachelors, masters, and doctorate programs in various business areas. The school decided to measure the level of satisfaction of their students to determine the areas that need improvement. In this research they used open-ended questions and five-point Likert scale to address the questions. In answering the questions the students focus on various areas, such as: the Learning Center, Computer Facilities, Undergraduate Advising Services, the Career Services Office, and the Library. The first question asks to determine other areas that would contribute to the level of satisfaction. The second question asks to determine the overall level of satisfaction of the students and if it is not possible to recommend changes needed in the questionnaire to obtain an overall satisfaction rating. The third question is about the school using the results for targeting the most important areas for improvement, while the fourth asks about the advantages and disadvantages of open ended questions for strengths and weaknesses identification. School of Business The areas identified for the project that may contribute to the level of satisfaction expressed by the students are: the Library, the Career Services Office, the Learning Center, Undergraduate Advising Services, and Computer Facilities. These identified areas are not enough to determine the satisfaction level of the students. Other areas that should be included would be:...
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...Background Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. Customer satisfaction is important because it provides marketers and business owners with a foundation that they can use to manage and improve their businesses. The concept of customer satisfaction has drawn the attention of practitioners and academics from last several years based on the fact that customers are the primary source of profit for most of the firms operating in the market (Tam, 2004). According to Churchill and Surprenant (1982), “customer satisfaction is an outcome of purchase and use resulting from the buyers' comparison of the rewards and costs of the purchase in relation to the anticipated consequences”. It is also defined in terms of an emotional state that usually arises in response of evaluating a particular service (Westbrook, 1981). The former concept highlights the fact that satisfaction is determined through a cognitive procedure by comparing what customers give up to get a service( cost) and what they receive in response ( reward), however the later concept takes satisfaction as an emotional feeling that results during the process of evaluation (Tam, 2004). Consistent with this concept, we can say that “customer satisfaction is defined as an emotional response, which results from a cognitive process of evaluating the service received against the costs of obtaining the service” (Woodruff et al. 1991)...
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...India took management control of the company and its board, and rebranded the company's services under its own Airtel brand from December 20, 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010. Airtel is the sixth telecom operators in Bangladesh. As an emerging company Airtel is doing extremely well. After the launch of Airtel in Bangladesh, the competition has become more strengthen among the telecom operators. Each of them is fighting to boost up its market share by offering new promotion and benefits to the customers. Since, all of the operators are offering almost same categories of products it has become a big challenge to retain the existing subscribers and acquisition of new customers. At this moment Airtel is trying to reach the customers with various promotional activities and is attempting to make their brand presence felt. Through their significant advances in Bangladesh, Airtel is moving ahead on the track to achieve their goals. Today, it would be difficult to find a company that does not proudly claim to be a customer-oriented, customer- focused, or even-customer driven enterprise. Increasing competition is forcing businesses to pay much more attention to satisfy customers. The state of satisfaction depends on a number of both psychological and physical variables, which correlate with satisfaction behaviors. The level of satisfaction can also vary depending on other options the customer may have and other products against...
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...the application of measuring customer satisfaction and to demonstrate how colleges and university can enhance their existing processes for measuring the student satisfaction of their service provision. The basic goal of customer satisfaction measurement is objective quantification of subjective perception of consumers. The findings of customer satisfaction study can provide information on how to retain existing customers and attract new one. Customer satisfaction is tied directly to profitability. If your customers are happy, they tend to be loyal. And if they’re loyal they not only buy more, they refer other customers. Well-established research by Bain & Company found that, for many companies, an increase of 5% in customer retention can increase profits by 25% to 95%. The same study found that it costs six to seven times more to gain a new customer than to keep an existing one. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Identification of Best Practices Today, competition is fierce, and customers have more options than ever -- a tough combination for smaller companies trying to gain market share. The Net Promoter score is identified as one of the best practices when it comes to measuring customer satisfaction. According to (Brown 2010), the net...
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