Determining Students’ Satisfaction Level towards their University Hostel Management Service using a SERVPERF Model

Loshini Thiruchelvam; Nur Balqishanis Zainal Abidin; Nur Amalina Mat Jan; Uma Eswari Punchanathan

doi:10.2991/978-94-6463-666-6_12

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Determining Students’ Satisfaction Level towards their University Hostel Management Service using a SERVPERF Model

Authors

Loshini Thiruchelvam¹^{, *}, Nur Balqishanis Zainal Abidin², Nur Amalina Mat Jan¹^{, 2}, Uma Eswari Punchanathan¹^{, 2}

¹Department of Physical and Mathematical Science, Faculty of Science, Universiti Tunku Abdul Rahman Utar, 31900, Kampar, Perak, Malaysia

²Department of Marketing, Faculty of Business and Finance, Universiti Tunku Abdul Rahman Utar, 31900, Kampar, Perak, Malaysia

^*Corresponding author. Email: loshini@utar.edu.my

Corresponding Author

Loshini Thiruchelvam

Available Online 17 March 2025.

DOI: 10.2991/978-94-6463-666-6_12 How to use a DOI?
Keywords: Factor Analysis; Structural Equation Modelling; Importance-Performance Analysis
Abstract: Determining for factor located in the ‘Action Opportunity’ quadrant is always crucial in the service field, since this quadrant reflects the factor considered important by customers, however the performance provided is not up to the expectation. This study aimed to develop a Relative Action Diagram based on the Importance-Performance analysis (IPA) of a Service Performance (SERVPERF) model, for the context of students’ satisfaction on their university’ hostel management. A government university is selected as case study for this purpose. A SERVPERF model is first built with identifying number of factors and reliable variables with respect to the study field using exploratory factor analysis, further developing a second level measurement model using the confirmatory factor analysis to determine the important factors. Finally, factors from the SERVPERF model were regressed to a variable ‘overall satisfaction’, thus important factors were determined. The study found all three factors obtained (Tangible, Working Style and Empathy) were important factors and students were weakly satisfied with service for all the three factors. Thus, there is no any factor located in the ‘Action Opportunity’ quadrant. Therefore, it is recommended to the hostel management to continue their good job, perform better and aware of all the three important factors and its variables.
Copyright: © 2025 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 12th International Conference on Business, Accounting, Finance and Economics (BAFE 2024)
Series: Advances in Economics, Business and Management Research
Publication Date: 17 March 2025
ISBN: 978-94-6463-666-6
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-666-6_12 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Loshini Thiruchelvam
AU  - Nur Balqishanis Zainal Abidin
AU  - Nur Amalina Mat Jan
AU  - Uma Eswari Punchanathan
PY  - 2025
DA  - 2025/03/17
TI  - Determining Students’ Satisfaction Level towards their University Hostel Management Service using a SERVPERF Model
BT  - Proceedings of the 12th International Conference on Business, Accounting, Finance and Economics (BAFE 2024)
PB  - Atlantis Press
SP  - 194
EP  - 214
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-666-6_12
DO  - 10.2991/978-94-6463-666-6_12
ID  - Thiruchelvam2025
ER  -

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