Student satisfaction toward academic departments: A case study of Politeknik Tuanku Syed Sirajuddin
List of Authors
  • Muhamad Saufiyudin Omar , Siti Liyana Ismail

Keyword
  • academic departments, service quality, students satisfaction

Abstract
  • Providing excellent services is the main objective of higher learning institutions to achieve higher student satisfaction. Service quality generally emphasises the institutional services offered. However, studies pertaining to service quality and student satisfaction towards academic departments at Malaysia’s Polytechnics are scarce. Therefore, this study investigates the influence of service quality on student satisfaction towards academic departments in the Politeknik Tuanku Syed Sirajuddin context. More specifically, this study examines the influence of tangibility, reliability, responsiveness, assurance, and empathy on student satisfaction. A quantitative, single cross-sectional, and survey research method was employed. The multiple regression analysis revealed that service quality influences student satisfaction. It shows that all academic departments need to enhance the quality of their services to improve student satisfaction. It also suggests that improving service quality elements, especially empathy, is critically important. This study helps the academic department of higher learning institutions to improve their services offered to the students.

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