Title: Evaluation of students' satisfaction with perceived performance value projection in Malaysian private higher education institutions

Authors: R. Ganesh; Abdullah Haslinda

Addresses: Department of Management Studies and Marketing, Faculty of Business and Information Science, UCSI University, Kuala Lumpur, Malaysia ' Faculty of Management and Strategic Studies, National Defence University of Malaysia, Malaysia

Abstract: Drawing from the perceived performance theory to justify students' satisfaction is the primary focus of this study for education institutions image brand building. The strength in service delivery quality performance is an essential factor for students' long-term loyalty. Therefore, the purpose of this study is to investigate the relationship between service delivery quality dimensions on student satisfaction. The variables used are administrative support, career placement and employability, academic staff support, institutional factors and information systems with satisfaction among undergraduate students from Malaysian private higher education institutions. This empirical study focused with probability stratified random sampling with the final sample size of 309 students. With the theoretical contribution, this study able to recognise and achieve adjusted R² .852 indicating that, the model explains 85% of the variance in students satisfaction level with the service delivery quality dimensions used with perceived performance concentration.

Keywords: students' satisfaction; perceived performance; career placement; employability; administrative support; academic staff support; institutional factors; information systems.

DOI: 10.1504/IJSEM.2019.103183

International Journal of Services, Economics and Management, 2019 Vol.10 No.3, pp.266 - 287

Received: 05 Feb 2019
Accepted: 06 Jul 2019
Published online: 21 Oct 2019 *

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