UNDERGRADUATE EDUCATION: A GAP ANALYSIS OF STUDENTS’ EXPECTATIONS AND SATISFACTION

Students' experience and satisfaction influence student retention rate and contribute directly to the building of good reputation of a university. The student retention rate is likely to be high if their expectations are met. Thus it is not surprising that universities continue to conduct regular surveys concerning students' expectations and perceptions as part of their quality improvement exercise. This study looked at the various aspects of undergraduate students' experience pursuing an economics program in a public university in Malaysia. Gap analysis was employed to examine the difference between students' expectations and satisfaction level for a given statement related to academic as well as non-academic life. The two most important aspects ranked by the students concern lecturers' knowledge in their respective field and the students' sense of pride about the faculty are also the aspects in which they are most satisfied. Generally the students' expectation of the faculty is very high and the gap scores indicate statistical significance for all items related to teaching and learning, faculty life as well as facilities and support services.