STUDENT SATISFACTION BASED ON SERVICE QUALITY IN TEACHERS’ TRAINING INSTITUTE IN MALAYSIA: A RETROSPCTIVE

This aim of the study is to describe the level of student satisfaction and determine whether there are differences in student satisfaction based on demographic characteristics as gender and race among students in Ipoh Teacher’s Training Institute. This study is involved by First Degree students in third semesters taking the subject of Ethnic Relations with the total sample of 181 students. Student satisfaction survey is conducted by using an instrument which created by Parasuraman et al, (1988) the SERVQUAL. The survey instrument contains 22 items consisting of five dimensions, which are the dimensions of equality, reliability, responsive, assurance and empathies. Consistency index Cronbach Alpha SERVQUAL satisfaction measuring tools in the pilot study is 0.90. The findings show that the overall student satisfaction levels are high. Student satisfaction in order of preference dimensions of student satisfaction guarantee begins with all of the dimensions. All relevant dimensions are in highly expectations. The findings also show that there are no significant differences based on student satisfaction gender and race. SERVQUAL is indeed an useful survey tool in the measurement of steady and consistent satisfaction by students.