ASSESSING THE EFFECT OF HIGHER EDUCATION SERVICE QUALITY ON JOB SATISFACTION AMONG LECTURERS IN PREMIER POLYTECHNICS USING HEDPERF MODEL

Background: Dynamic change has compelled Malaysian Polytechnics to embrace service quality to achieve competitive advantage and sustainability for nation economic development. Current literature in higher education service quality shows that appropriate implementation of HEdPERF in the organization operation will improve the service quality and job satisfaction that subsequently will enhance the organizational performance. Although many studies have explored the relationship between service quality and satisfaction in higher education, the role of service quality as antecedents for employee satisfaction has been poorly discussed in higher education quality management literature.

The aim of this study is to measure the service quality and satisfaction relationship among lecturers at premier Malaysian polytechnics.

Methods: This study employed self-report questionnaires gathered from 187 lecturers at premiere Malaysian polytechnics using HEdPERF (Higher Education Performance) model. Data were analysed using the Statistical Packages for Social Science (SPSS) version 23.

Results: The results revealed that non-academic aspects, academic aspects, programme issue, and access are significant predictors for job satisfaction at Malaysian polytechnics. Conversely, reputation does not play a significant role with satisfaction.

Conclusions: The findings confirm the ability of service provider to correctly execute non-academic, academic, programme issue and access aspects as being important to improve the employee’s satisfaction. Only reputation which is insignificant to employee satisfaction is found in the studied organization. Employee and staff should be treated as customers of the organization in view of their criticality for service delivery excellence to achieve organizational vision and mission.