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Type :thesis
Subject :LB Theory and practice of education
Main Author :Nageib, Abeer Mohamed
Title :School service quality and satisfaction among secondary level students of Arab schools in Kuala Lumpur Malaysia
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2021
Corporate Name :Universiti Pendidikan Sultan Idris
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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

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