Faculty of Business Administration

Despite a vast literature in customer satisfaction, little has been said on the satisfaction of higher education institutions ’ customers i.e. the students. This study therefore, aims at finding out whether the current undergraduate students of Universiti Tun Abdul Razak (UNITAR) are satisfied with the quality of education delivered by the university. It also attempts to discover which of the factors that constitute UNITAR’s education service contributes the most to the students ’ satisfaction level. Since the university delivers its education through a combination of web-based materials, on-line tutorials and the conventional face-to-face classes, the researchers identified seven independent variables to constitute the university’s education service namely the course content, service given by the lecturers and the faculty, course assessment, instruction medium, social activities, concern for students and facilities. Data were collected through a set of questionnaire and analyzed using SPSS software. An analysis of mean gap score was obtained by subtracting the experience score from the corresponding expectation score to find out students ’ satisfaction with each of the factors. A stepwise regression analysis was conducted to determine the factor affecting students’ satisfaction. It was found that four factors namely facilities, instruction medium, course content an