Qasem, Aayed and Baharun, Rohaizat (2011) International and local students satisfaction of healthcare services. Journal of Business Management and Accounting (JBMA), 1 (2). pp. 49-70. ISSN 2231-9298

Preview

PDF Download (722kB) | Preview

Abstract

This research aims to measure the international and local students satisfaction toward university healthcare services provided by one public university.The study determines the students expectations, perception and the gap between them based on the five dimensions of service quality of a modified SERVQUAL instrument.A total of 273 respondents answered the questionnaires consisted of 134 international students and 139 local students. The study shows that both groups of students were generally not satisfied with the services provided by the healthcare centre. Dissatisfaction among the International students was more closely related to the assurance-dimension; while the local students were dissatisfied with the reliability-dimension. Furthermore, the results show significant differences between the international and local students satisfaction with regard to assurance-dimension only.

Item Type:	Article
Uncontrolled Keywords:	Students satisfaction, Students expectations, Students perceptions, Healthcare, Gap scores, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	18 Jan 2017 09:00
Last Modified:	18 Jan 2017 09:00
URI:	https://repo.uum.edu.my/id/eprint/20701

Actions (login required)

View Item