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

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.