TY - JOUR
T1 - Determinants of student satisfaction in higher education
T2 - A case of the UAE university
AU - Gargoum, Ali S.
N1 - Funding Information:
This research is supported by the research office, UAE University under the SURE Plus. Project. Grant code G00002770. My thanks and appreciation to Mr. Ramzan Afzal for his valuable assistance. The help of my students H. Ahmad, M. Al- Awadhi, I. Al-Kassabi, in data collection and entry, is highly acknowledged.
Publisher Copyright:
© 2019, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
PY - 2019/10/1
Y1 - 2019/10/1
N2 - Promoting and measuring student satisfaction and happiness is a primary focus of the United Arab Emirates University (UAEU) during the last few years. The aim of this research is to introduce and test a conceptual model of students' satisfaction in the (UAEU). A survey instrument designed and used for this purpose. Data (n = 498) were gathered on students from nine colleges of the UAEU. Exploratory and confirmatory factor analyses were implemented using structural equation modelling to test the proposed research model and hypothesis, which were based on a modified Parasuraman's SERVQUAL measurement tool. The results indicated that quality (service/ program) has significant impact on students' satisfaction and consequently on their happiness. Correlations between the quality constructs and the students' satisfaction were statistically significant. The study has shown that program quality, in terms of the university reputation, has the most influence, among quality constructs, towards confirming students' satisfaction. Moreover, results indicated, in general, that UAEU was successful in gaining student's satisfaction. These findings should encourage the academic authorities to support service and program quality more, in order to enhance students' satisfaction and ensure their happiness.
AB - Promoting and measuring student satisfaction and happiness is a primary focus of the United Arab Emirates University (UAEU) during the last few years. The aim of this research is to introduce and test a conceptual model of students' satisfaction in the (UAEU). A survey instrument designed and used for this purpose. Data (n = 498) were gathered on students from nine colleges of the UAEU. Exploratory and confirmatory factor analyses were implemented using structural equation modelling to test the proposed research model and hypothesis, which were based on a modified Parasuraman's SERVQUAL measurement tool. The results indicated that quality (service/ program) has significant impact on students' satisfaction and consequently on their happiness. Correlations between the quality constructs and the students' satisfaction were statistically significant. The study has shown that program quality, in terms of the university reputation, has the most influence, among quality constructs, towards confirming students' satisfaction. Moreover, results indicated, in general, that UAEU was successful in gaining student's satisfaction. These findings should encourage the academic authorities to support service and program quality more, in order to enhance students' satisfaction and ensure their happiness.
KW - Higher Education
KW - Servqual
KW - Structural Equation Model (SEM)
KW - Student's Satisfaction
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U2 - 10.4018/IJCRMM.2019100102
DO - 10.4018/IJCRMM.2019100102
M3 - Article
AN - SCOPUS:85071681564
SN - 1947-9247
VL - 10
SP - 15
EP - 24
JO - International Journal of Customer Relationship Marketing and Management
JF - International Journal of Customer Relationship Marketing and Management
IS - 4
ER -