MEASURING STUDENT AND STAFF SATISFACTION WITH THE UNIVERSITY FACILITIES

Abstract

Today in the world, service companies are always concerned with the quality of services, which is used by many universities to increase their competitiveness under conditions of fierce competition. Universities, therefore, think of students as their main clients, as well as seek teachers and administrators' satisfaction by improving the quality of their services (Nguyen, 2012). The purpose of this article is to evaluate the quality of services offered by the Community College in Taibah University to its students and staff. The data are collected by questioning a sample of 281 respondents in the Community College at Taibah University during the 2018-2019 academic year. A descriptive analysis is used to define the variables of our study, and the principal component analysis (PCA) is applied to determine the contribution of each variable as a factor that affects the respondents' preferences. The principal component analysis method captures the key variables of the staff satisfaction at the Community College in Taibah University regarding the services provided. The empirical findings of this study let the authors show that the student and staff satisfaction of the Community College in Taibah University is related to certain factors which constitute a necessity for respondents of both genders. These results serve as benchmarks to allow managers of the institution to improve the quality of their services.