%0 Thesis
%9 Masters
%A Mat Salleh Sulaiman, 
%A Open University Malaysia (OUM),
%B Centre for Graduate Studies (CGS)
%D 2006
%F library_repository:275
%I Open University Malaysia (OUM)
%K Students' satisfaction ; Service quality ; 
%T Perceptions of service quality : a study among students in Sabah MARA vocational institute
%U https://library.oum.edu.my/repository/275/
%X This study focuses on the relationship between students' satisfaction and their  perceived service quality provided. Using empirical data and a conceptual  model, the results of this study indicate that students' college experience is  positively related to their satisfaction. It is accepted that educational institutions  have many customers: students, staff, faculty, alumni, donors, and others.  Furthermore, the increased turmoil in the higher educational market place may  encourage higher educational institutions to utilize a more consumer-oriented  philosophy in delivering their services. Since this study specifically investigated  the link between consumer-oriented educational institutions and their students'  perception, developing satisfied customers is consistent with this principle. One  of the implications of this study is that those educational institutions which  understand consumer-oriented principles may have a better chance of  satisfying the wants and needs of their students more effectively. The additional  implications for administrator and management teams are also discussed as  well as suggestions for further research are made. (Author's abstract)