Coming Back for More Quality Learning Experience
Keywords:Satisfaction, learning experience, quality services, private university, Malaysia.
This preliminary study investigates students’ expected learning experiences that determine their return to the same university for further studies. A cross-sectional analysis was done on 190 undergraduate students in a private institution of higher learning. Their opinions were sought regarding the present quality of services offered by the university. Their concern was for quality teaching, lecturers and facilities, and especially course fees, technology, and support systems. The study highlights the need to look again at some of the students’ major complaints, which could guarantee their return to the university’s doorstep.
Keywords: Satisfaction; learning experience; quality services; private university; Malaysia.
eISSN 2398-4279 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
Arif, S., Ilyas, M., & Hameed, A. (2013). Student satisfaction and impact of leadership in private universities. The TQM Journal, 25(4), 399-416.
Burge, P., Kim, C. W., Rohr, C., Frearson, M., & Guerin, B. (2014). Understanding the Impact of Differential University Fees in England. RAND Europe.
Ene, S., & Özkaya, B. (2014). A Study on Corporate Image, Customer Satisfaction, and Brand Loyalty in the Context of Retail Stores. Asian Social Science, 10(14), 66.
Gruber, T., Fuß, S., Voss, R., & Glaeser-Zikuda, M. (2010). International Journal of Public Sector Management, 23(2), 105 - 123.
Hanssen, T.-E. S., & Solvoll, G. (2015). The importance of university facilities for student satisfaction at a Norwegian University. Facilities, 33(13/14), 744-759.
Hussain, S., Jabbar, M., Hussain, Z., Rehman, Z., & Saghir, A. (2014). The Students’ Satisfaction in Higher Education and its Important Factors: A Comparative Study between Punjab and AJ&K, Pakistan. Research Journal of Applied Sciences, Engineering, and Technology, 7(20), 4343-4348.
Kim, H. J., Pederson, S., & Baldwin, M. (2012). Improving user satisfaction via a case-enhanced e-learning environment. Education and Training, 54(2/3), 204-218.
Martirosyan, N. (2015). An examination of factors contributing to student satisfaction in Armenian.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer (pp. 383). Retrieved from https://books.google.com.my/books?hl=en&lr=&id=TzrfBQAAQBAJ&oi=fnd&pg=PP1&dq=satisfaction+oliver+2014&ots=LoTxfVY7Ox&sig=V254Fkox4gvrtqtB7gPcBLPso00&redir_esc=y#v=onepage&q=satisfaction%20oliver%202014&f=false
Oscar, W. D. J., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two-factor theory. International Journal of Educational Management, 19(2), 128-139.
Small, F., Dowell, D., & Simmons, P. (2012). Teacher communication preferred over peer interaction: Student satisfaction with different tools in a virtual learning environment. Journal of International Education in Business, 5(2), 114-128.
Stoica, I., Radu, A.-C., Dobrescu, A., & Orzan, O. A. (2014). Modelling User Satisfaction of Medical Educational Services. Annales Universitatis Apulensis Series Oeconomica, 16(1), 229-238.
Yuan, L., & Powell, S. (2013). MOOCs and open education: Implications for higher education. Retrieved from http://publications.cetis.ac.uk/2013/667