Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti
Service quality and students’ loyalty in the education institute is not contrary compared to other industry. Loyalty the industry requires customer to survive in the market while institution requires students to carry out their image. The specific objectives of the study was to investigate students’...
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| Format: | Monograph |
| Language: | English |
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Bachelor of Science (Hons.) Statistics
2015
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| Online Access: | https://ir.uitm.edu.my/id/eprint/34391/ |
| _version_ | 1848808538165477376 |
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| author | Ganti, Siti Aisah |
| author_facet | Ganti, Siti Aisah |
| author_sort | Ganti, Siti Aisah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Service quality and students’ loyalty in the education institute is not contrary compared to other industry. Loyalty the industry requires customer to survive in the market while institution requires students to carry out their image. The specific objectives of the study was to investigate students’ perception of service quality that influences students’ loyalty and to examine whether tangible dimension (infrastructure) is the most dimensions of service quality that influences students’ loyalty. The sample size of the study consisted of 180 students belong to different program in International College of Yayasan Melaka (ICYM). The stratified sampling technique was used in order to select the representative samples. The study was analysed by structural equation modelling (SEM) with latest software, Analysis of Moment Structures (AMOS) program version 18.0. The results reveal that students’ perception of service quality has significant influences on students’ loyalty. However, tangible (infrastructure) dimension is not dimensions of service quality that influences students’ loyalty. Precisely, management and academic program are the dimensions of service quality that influence on students’ loyalty |
| first_indexed | 2025-11-14T23:00:18Z |
| format | Monograph |
| id | uitm-34391 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T23:00:18Z |
| publishDate | 2015 |
| publisher | Bachelor of Science (Hons.) Statistics |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-343912025-03-03T02:17:42Z https://ir.uitm.edu.my/id/eprint/34391/ Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti Ganti, Siti Aisah Educational psychology Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Service quality and students’ loyalty in the education institute is not contrary compared to other industry. Loyalty the industry requires customer to survive in the market while institution requires students to carry out their image. The specific objectives of the study was to investigate students’ perception of service quality that influences students’ loyalty and to examine whether tangible dimension (infrastructure) is the most dimensions of service quality that influences students’ loyalty. The sample size of the study consisted of 180 students belong to different program in International College of Yayasan Melaka (ICYM). The stratified sampling technique was used in order to select the representative samples. The study was analysed by structural equation modelling (SEM) with latest software, Analysis of Moment Structures (AMOS) program version 18.0. The results reveal that students’ perception of service quality has significant influences on students’ loyalty. However, tangible (infrastructure) dimension is not dimensions of service quality that influences students’ loyalty. Precisely, management and academic program are the dimensions of service quality that influence on students’ loyalty Bachelor of Science (Hons.) Statistics 2015-01 Monograph NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/34391/1/34391.pdf Ganti, Siti Aisah (2015) Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti. (2015) Industrial Training. Bachelor of Science (Hons.) Statistics, Kota Bharu. (Unpublished) |
| spellingShingle | Educational psychology Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education Ganti, Siti Aisah Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title | Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title_full | Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title_fullStr | Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title_full_unstemmed | Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title_short | Measuring students’ loyalty through students’ perception of service quality: A case study at International College of Yayasan Melaka / Siti Aisah Ganti |
| title_sort | measuring students’ loyalty through students’ perception of service quality: a case study at international college of yayasan melaka / siti aisah ganti |
| topic | Educational psychology Apperception. Perception College and university teachers Higher Education Total quality management in education. Total quality management in higher education |
| url | https://ir.uitm.edu.my/id/eprint/34391/ |