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Document Type |
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Thesis |
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Document Title |
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Using Structure Equation Modeling to Assess the Satisfaction of King Abdul Aziz University Students through the SERVQUAL Model استخدام نمذجة المعادلة الهيكلية لتقييم رضا طلاب جامعة الملك عبد العزيز من خلال نموذج جودة الخدمات |
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Subject |
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Faculty of Science |
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Document Language |
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Arabic |
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Abstract |
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Students’ perceptions should be taken under consideration when developing or updating regulations and polices of student services since they are being considered one of the most important stakeholders in any educational institute. This study focuses on studying the psychometric properties of the research instrument, which is used to measure students’ satisfaction using the SERVQUAL provided by King AbdulAziz University (KAU). The research instrument used for measuring students’ satisfaction consisted of the five well-known dimensions of SERVQUAL; namely, tangibles, reliability, responsiveness, assurance and empathy. Furthermore, the effect of each of these dimensions on students’ satisfaction is also evaluated. The research instrument was sent via official channels to all students registered at KAU during the academic year (2016/2017) and only 508 students who represented the study sample. The results of the field study and analysis of variance were summarized. Also, the psychometric properties of the instrument were assessed through Confirmatory Factor Analysis (CFA) using IBM SPSS AMOS 21 software. Through the methodology of structure equation modeling, the relationships of the five dimensions of SERVQUAL on itself and the direct impact of five dimensions of SERVQUAL on students’ satisfaction are investigated using multiple correlation and regression techniques by employing IBM SPSS AMOS 21 and IBM Statistics SPSS 21. Based on some numerical indicators, one of the items of the tangibles dimension was omitted, while items of the remaining dimensions with their respective items were retained. The study included several interesting results, most notably the one that assesses students' satisfaction. For instance, the results revealed that the level of students' statistfaction toward services provided by KAU is neutral. In fact, the corresponding value of the weightd mean according to the five-point Likert Scale is found to be equal to 3.15, which means that the satisfaction percentage is about 54%. Moreover, tangibles dimension was the dimension with the strongest impact on the students’ satisfaction followed by the empathy dimension. In contrast, the dimension with the least impact was the responsiveness dimension. The study provides several recommendations, including, but are not limited to, the recommendation that suggests that university decision makers should consider the results of the study as a guideline to address the most important aspects of student well-being due to the lack of research conducted to evaluate the quality of students’ services in educational institutions. |
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Supervisor |
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Dr. Azz Hassan Abdel Fattah |
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Thesis Type |
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Master Thesis |
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Publishing Year |
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1440 AH
2019 AD |
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Added Date |
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Thursday, May 9, 2019 |
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Researchers
| موسى محمد منشي | Manchi, Moses Mohammed | Researcher | Master | |
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