Student Satisfaction and Service Quality: Any Differences in Demographic Factors?

Abstract

Previously, very little research was done to test demographic factors that contribute towards satisfaction and service quality. This study attempts to examine the differences of selected demographic factors (gender, races, and semester of studies) on the students' satisfaction and service quality. Furthermore, this study is also to examine any relationship between age and students' satisfaction and service quality. This study was conducted using a set of questionnaire to 200 Bachelor Degree students from two private higher education institutions. The study will provide results from empirical test of these differences and relationships. The empirical results of this study can provide any differences, which related to students' satisfaction on service quality.