Measuring Student and Staff Satisfaction with the University Facilities
DOI:
https://doi.org/10.34021/ve.2020.03.03(2)Keywords:
satisfaction, principal component analysis, community college, quality of servicesAbstract
Today in the world, service companies are always concerned with the quality of services, which is used by many universities to increase their competitiveness under conditions of fierce competition. Universities, therefore, think of students as their main clients, as well as seek teachers and administrators’ satisfaction by improving the quality of their services (Nguyen, 2012). The purpose of this article is to evaluate the quality of services offered by the Community College in Taibah University to its students and staff. The data are collected by questioning a sample of 281 respondents in the Community College at Taibah University during the 2018-2019 academic year. A descriptive analysis is used to define the variables of our study, and the principal component analysis (PCA) is applied to determine the contribution of each variable as a factor that affects the respondents’ preferences. The principal component analysis method captures the key variables of the staff satisfaction at the Community College in Taibah University regarding the services provided. The empirical findings of this study let the authors show that the student and staff satisfaction of the Community College in Taibah University is related to certain factors which constitute a necessity for respondents of both genders. These results serve as benchmarks to allow managers of the institution to improve the quality of their services.
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References
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Vanhamme, J. (2001). Transaction-Specific Consumer Satisfaction: Definition, Antecedents, Measurement and Modes. Leuven: LABACC / Fucam, Katholieke Universiteit Leuven.
Alves, H., & Raposo, M. (2007). Conceptual Model of Student Satisfaction in Higher Education, Total Quality Management, 18(5), 571-588.
Balemba, E. (2013). Evaluation of Customer Satisfaction with Services of a Micro-Finance Institution: Empirical Evidence from Women's Association for Social and Economic Gain Customers in Togo. African Journal of Marketing Management, 5(2), 26-37.
Bressolles, G., Durrieu, F., & Giraud, M. (2007). Commercial Sites: The Influence of the Dimensions of the Electronic Quality of Service on Consumer Satisfaction and Purchase Momentum. 10th Etienne Thil Conference, CdRom.
Cantin, J., & Rocheleau, L. (2006). Survey on the Expectations and Satisfaction of Hospitalized Users with Regard to Services Offered at Hôpital Louis-H. Lafontaine. Montreal: University of Montreal.
Clemes, M.D., Gan, C., & Zhang, D. (2010). Customer Switching Behavior in the Chinese Retail Banking Industry. International Journal of Bank Marketing, 8(7), 519-546.
Clemes, M.D., Gan, C.E.C. Kao, T. H., & Choong, M. (2008). An Empirical Analysis of Customer Satisfaction in International Air Travel. Innovative Marketing, 4(1), 49-62.
Cronin, J.J.J., & Taylor, S. A. (1992). Measuring Service Quality: A Re-examination and Extension. Journal of Marketing, 56, 55-68.
Cronin, J., Brady, M., & Hult, G. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behaviour Intentions in Service Environments. Journal of Retailing, 76(2), 193-218.
Fouquereau, E., Froment, B., Fazilleau, L., & Baudouin, A. (2006). Over the Course of the Course: Satisfaction and Dissatisfaction of "L" Students towards the University between 2001 and 2004. Tours: Université François -Rabelais de Tours, Observatory of Student Life No. 4.
Gauthier, B. (2001). Measuring Customer Satisfaction to Better Meet his Expectations. Quebec: Réseau Circum Inc.
Gonzalez, L. (2004). Pilot Study on the Implementation and Perceptions of ICT. Geneva: University of Geneva.
Ilunga, F. (2011). Customer Satisfaction of Financial Institutions: Comparative Analysis of Client Satisfaction of Commercial Banks and Microfinance Institutions. Bukavu, DRC: Unpublished Memory, Faculty of Economics and Management, UCB Bukavu.
Jouandeau, A. (2004). Contribution to the Modeling of Customer Satisfaction by Fuzzy Logic. Lyon: National Institute of Applied Sciences.
Le Roy, C. (2004). Student Behavior in the Mobile Phone Market: Inertia, Captivity or Fidelity? LARGE, Paper No. 66. Strasbourg: LARGE.
Lewis, R.C. (1987). The Measurement of Gaps in the Quality of Hotel Services. International Journal of Hospitality Management, 6(2), 83-88.
Madden, J. (2017). Four Pillars to Building a Positive School Culture. International Journal of Innovation, Creativity and Change, 3(2), 33-38. Retrieved from https://www.ijicc.net/images/vol3iss2/Madden_2017.pdf
Moore, B. M. (1987). Individual Difference and Satisfaction with Teaching. Paper Presented at the Annual Meeting of the American Educational Research Association. Washington, D.C.: ERIC Document Reproduction Service No. ED282851.
Moutte, J. (2007). The Impact of Client-facing Staff on Customer Satisfaction: Proposed Conceptual Model. Center for Studies and Research on Organizations and Management, W.P. no 782. Marseille: Center for Studies and Research on Organizations and Management.
Nguyen, T. (2012). Measurement of Quality of Service in Higher Education in Vietnam. Vietnam: Faculty of Business Administration, University Institute of Technology, Post and Telecommunications.
Omar, N. A., Nazri, M. A., Abu, N.K., & Omar, Z. (2009). Parents’ Perceived Service Quality, Satisfaction and Trust of a Childcare Centre: Implication on Loyalty. International Review of Business Research Papers, 5(5), 299-314.
Park, J. (2007). The Determinants of Visitor Satisfaction and Loyalty Attending the National Museum of Contemporary Art in South Korea. South Korea: Academy of Nantes, Faculty of Law, Economics and Management, University of Angers.
Rorer, L.G. (1983). "Deep" RET: A Reformulation of Some Psychodynamic Explanations of Procrastination. Cognitive Therapy and Research, 7, 1-10. https://doi.org/10.1007/BF01173419
Sempels, C. (2005). The Intangibility of a Global Offer of Services: Conceptualization, Operationalization, Variables of Influence and Impact on the Level of Perceived Risk. Leuven: Faculty of Economic, Social and Political Sciences, Catholic University of Louvain.
Sultan, P., & Wong, H.Y. (2010). Service Quality in Higher Education: A Review and Research Agenda. International Journal of Quality and Service Sciences, 2(2), 259-272.
Tran, K.T., Nguyen, P.V., Nguyen, T.D., & Ton, U.N.H. (2020). The Impact of Organisational Commitment on the Relationship between Motivation and Turnover Intention in the Public Sector, International Journal of Innovation, Creativity and Change, 11(12), 1-25. Retrieved from https://www.ijicc.net/images/vol11iss12/111201_Tran_2020_E_R.pdf
Tremblay, P., & Beauregard, B. (2006). Application of the Tétraclasse Model to the Survey Results of a Public Body: The Case of the Régie des Rentes du Québec. Québec: Center of Expertise for Large Organizations.
Tremblay, P. (2006). Measuring Customer Satisfaction and Expectations: From Classic Models to Asymmetric Models. Québec: Center of Expertise for Large Organizations.
Vanhamme, J. (2001). Transaction-Specific Consumer Satisfaction: Definition, Antecedents, Measurement and Modes. Leuven: LABACC / Fucam, Katholieke Universiteit Leuven.
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Published
2020-07-19
How to Cite
Derbali, A., & Elnagar, A. K. (2020). Measuring Student and Staff Satisfaction with the University Facilities. Virtual Economics, 3(3), 25–52. https://doi.org/10.34021/ve.2020.03.03(2)
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