Student residential satisfaction in research universities

Nurul ’Ulyani Mohd Najib · Nor’Aini Yusof · Nazirah Zainul Abidin

106 citations0/0 files storedJournal of Facilities Management

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Customer Service Quality and Loyalty Educational Outcomes and Influences Facilities and Workplace Management

Abstract

Purpose The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between satisfaction and loyalty behaviour. Design/methodology/approach The student residential satisfaction (SRS) framework has been proposed to investigate residential satisfaction from the students' viewpoint. Questionnaires were distributed to respondents in three RUs. The data were analysed using descriptive statistics. Findings In general, students are satisfied with the provided SHF with the SRS index of 2.96 or 74 per cent satisfaction level and there is a significant relationship between overall satisfaction and loyalty behaviour. The results also confirmed that the proposed model is an adequate instrument to measure SRS. Practical implications The existence of quality SHF is likely to act as an effective medium to attract local and international students to enrol in Malaysian universities. Further actions should be geared towards achieving a higher score of SRS index. Originality/value This paper introduces a practical model of SRS to be applied to universities in other countries with similar climate and culture.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1991Refinement and reassessment of the SERVQUAL scale.2005Research methods in the social sciences 1998Customer Satisfaction and Word of Mouth 1995Building Service Relationships: It's all about Promises 1999Customer satisfaction and its measurement in hospitality enterprises 2002What Makes People Dissatisfied with their Neighbourhoods?

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