DOI: 10.5176/2251-3388_1.1.13
Authors: Nurul Na’imy Wan, Norzalina Othman, Mazwin Tan, Mohd Fauzi Zainol Abidin, Azhar Abdul Aziz
Abstract:
Education service quality can be measured through students’ feedbacks since they are the customers of the service. The feedbacks are very important which help the institution of higher learning in improving and enhancing their services to satisfy the customers. An instrument for measuring engineering education quality in India has applied in this study to measure the engineering technology education quality. This instrument has established the relationship between education service quality, customer value and customer satisfaction. Since engineering and engineering technology are two different fields of study, the students may have different perception and understanding towards the service provided by the institution. Hence, the students’ feedbacks may have influenced the relationship between education service quality, customer value and customer satisfaction. A structural equation modeling is applied to help the institution to determine the area of improvement in enhancing the quality of engineering technology education.
Keywords: customer satisfaction, customer value, education service quality, engineering technology, structural equation modeling
Updating...