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Abstract : Universiti Pendidikan Sultan Idris |
This study aimed to examine the school service quality and satisfaction among secondary
level students of Arab schools in Kuala Lumpur-Malaysia and to identify the contribution
and significant influence of service quality on students’ satisfaction. This study has focused
on five dimensions of service quality based on the SERVQUAL scale which was proposed
by Parasuraman et al. in 1985. These five dimensions are tangibles, reliability,
responsiveness, assurance, and empathy. Structured questionnaire was used to collect data
and the sample consists of 191 secondary level students selected randomly from Arab schools
in Kuala Lumpur, Malaysia. This study has used correlation and regression for data analysis.
The findings revealed that there are positive relationships between four dimensions of service
quality i.e. tangibles (r=.253, p |
References |
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