Abstract
The present study empirically investigates the impact of service quality
through administrative quality, transformative quality, physical
environment quality, core educational quality, and support facilities quality
on students’ satisfaction. Grounded on an extensive literature review, a
conceptual framework has been formulated. For testing such framework, the
data was collected from different public sector universities of Thailand. 500
questionnaires were randomly distributed among bachelor students of public
sector universities of Thailand. The researchers received 240 filled samples
with a response rate of 48%. Statistical Package for Social Sciences (SPSS)
version 21.0 for windows software was used as a main tool for data analysis.
After cleaning the data, 227 valid samples were further processed. The overall
reliability of instrument is 0.89 while, individuals’ factor reliability is
detected as adequate. The results of Pearson’s correlation and multiple
regression analysis show that the service quality (transformative quality,
core educational quality, physical environment quality, support facilities
quality, and administrative quality) have a positive and significant
relationship with the students’ satisfaction in Thailand. The findings of such
study may be beneficial for policy makers for knowing the reasons (factors)
for satisfying and encouraging the students. In addition to it, this study may
contribute to the literature of developing countries especially for the Thai
context for further conceptualizing the service quality and students’
satisfaction.
Dr. Bahadur Ali, Dr. Naimatullah Shah, Shahnawaz Mangi. (2017) DETERMINING THE IMPACT OF SERVICE QUALITY ON STUDENTS’ SATISFACTION IN PUBLIC SECTOR UNIVERSITIES OF THAILAND: AN EMPIRICAL APPROACH, Asia Pacific, Vol-35, Issue 1.
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