Page 61 - Contributed Paper Session (CPS) - Volume 6

CPS1492 Ali Gargoum
positive and direct effect on quality with standardized regression weight for
the construct of 0.87. The fourth construct is reliability that has five items,
classes and exam scheduling (0.83*0.65 = 0.54); exams timing (0.83*0.71 =
0.59); faculty evaluation system (0.83*0. = 069.); lecturing times (0.83*0.78 =
0.65) and student fair evaluation (0.83*0.75 = 0.62). All items have positive and
direct effect on quality with standardized regression weight for the construct
of 0.83. The fifth construct is responsiveness that has four items, complains
resolving efficiency (0.87*0.74 =0.64); responding to student matters or issues
(0.87*0.84 = 0.73); faculty accessibility and contacts (0.87*0.78 = 0.68) and
feedback mechanism (0.87*0.82 = 0.71). All items have positive and direct
effect on quality with standardized regression weight for the construct of 0.87.
Finley, service quality of the UAEU has a positive impact on student
satisfaction with a standardized regression weight of 0.77. This positive quality
will be the corner stone for gaining students’ loyalty to the UAEU and attract
internal and international students.
Table 4 shows correlations between the five quality constructs and student
satisfaction. There is a significant correlation between all the constructs and
the student satisfaction at 0.01 significance level. The highest correlation is
between satisfaction and the reputation of the UAEU, which is 69.7%. All other
correlations are similar which implies that service quality influenced student
satisfaction.
Table 4: Correlation among quality constructs and student satisfaction

*Significant at 0.01 level.

4. Conclusion
This paper introduced a conceptual model for investigating student
satisfaction with the service and program quality at the UAE University. The
measures proposed were empirically tested and shown to be valid. Exploratory
and confirmatory factor analyses empirically performed and validated the
underlying dimensions of perceptions of student satisfaction. Results show
that program quality and service provided by the UAEU have statistically
significant impact on student satisfaction and consequently on student
happiness. Findings have shown that UAEU reputation significantly influenced
the student satisfaction. This indicates that student are more concern about
program quality the most, as it establishes strong reputation and consequently
creates more job opportunities. In the last few years, the UAEU assessed its
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