A SURVEY ON THE SERVICE QUALITY TOWARDS THE OVERALL

STUDENT SATISFACTION IN HIGHER EDUCATION

This is a survey about the service quality offered by the university for the in-service teachers
(PPG TESL) SECTION A: Demographic background and SECTION B: The aspect of
service offered by the university. The Findings from this survey will be used as partial
complement of my research. Bear in mind there is no right or wrong answers and your
involvement in this survey is highly appreciated. Your response will remain anonymous and
be kept strictly confidential.
Thank you for your participation

Section A
Please put a () in the space given. All the response will be kept CONFIDENTIAL. Your
cooperation in providing this information will be greatly appreciated.

1. Gender :

( x ) Male
(
) Female

2. Age

(
) Below 25
( x ) 25 - 35
(
) Above 35

3. Teaching experience :

(
) 0 5 years
( x ) 6 10 years
(
) 10 years above

Section B
These Sections are related to certain aspects of the service that you experience in your
university. Please put a () based on the following scale to indicate your own personal
feeling towards the service you have experienced.
1

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

No
1

Items
When I have a problem, administrative staff

shows a sincere interest in solving it.

Inquiries are dealt with efficiently.

The university has a professional image.

Lecturer allocates sufficient time for

consultation.
5

Teaching Methodology is appropriate.

Lecturers are highly educated in their respective

fields.

The timing of the class is suitable.

The staffs respect the rule of confidentially

when I disclose my information to them.

Lecturer is never busy to respond to my request

for assistant.

10

Lecturer show positive attitude towards

students.
11

When the staffs promise to do something by a

certain time, they do so.

12

Administrative staffs have good knowledge of

the systems.
13

The staffs are easy to contact.

14

When I have a problem, lecturers show a

sincere interest in solving it.

15

x
x

The hand-outs are provided adequately by the

lecturer.

16

The documentations are provided adequately by

x
x

the lecturer.
17

Curriculums designed by the university are up to

date.
18

Small class size helps the class to be more

interactive.
19

A smaller class size helps students to

understand better.
20
21

The proportion between theory and practice are

appropriate.

The assessment and the grading scale by the

lecturers are fair.

22

The number of students enrol in one class is

small.

23

Administrative offices keep accurate and

retrievable records.

24

The university offers programs with flexible

structure.
25

Administrative staffs show positive work attitude

towards students.
26

The academic program run by the university is

reputable.
27

Lecturer has the knowledge to answer my

questions relating to the course content.

28

Lecturer deals with me in a courteous manner.

x

29

Administrative staffs communicate well with

students.
30

Students are treated equally by the staffs.

x

31

The university runs excellent quality programs.

x

32

The university offers a wide range of programs

with various specializations.

33

Lecturer communicates well in the class.

34

Lecturer provides feedback about my progress.

35

Overall, I am satisfied with the university.

x
x

36. Would you recommend your university to others?

a. Definitely recommend
b. Probably recommend
c. Not sure
d. Probably not recommend
e. Definitely not recommend.

37. What are other suggestions that you think that the university should have?
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