Universities are increasingly operating in Erbil. There is fierce competition among these universities to attract students. Students' satisfaction has become increasingly important for university to survive. The purpose of this study is to find the perception status of students' satisfaction and the factors that affect it at Cihan University in Erbil. The relationship between the dependent variable of this study which is customer satisfaction and the independent variables which are service quality physical environment; and study fees, is investigated in this study. The study uses adopted questionnaire to collect the data from respondents. Respondents are students at Cihan University. Three departments are selected to be the place for data collection. The findings of the research shows that the perception status of students' satisfaction is 3.39 with moderate agreement of almost all the items of statement. The overall mean score value of service quality by the respondents is found to be 3.53 with agreement of all the items of statement , of physical environment is found to be 3.22 with moderate agreement on all items of statement, and of study fees by respondents is 3.08 with moderate agreement on all items of statement. The hypotheses testing shows that there is positive and significant relationship between customer satisfaction and other variable such as service quality and physical environment with correlation of 0.312, and 0.290 respectively. The relationship between study fees and customer satisfaction is found to be negative and insignificant with correlation of -0.093.
تاريخ النشر
01/05/2015
الناشر
International Journal Of Advanced Research in Engineering & Management
ثابت حسان ثابت | Thabit Hassan Thabit | 17305