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description Journal article public Journal of Social Sciences and Technical Education

Formative Evaluation of Teaching Analysis (FETA) Using the SERVQUAL Scale: a Route to Students Satisfaction and Continuous Improvement

Zaidi Basli, Didi Reena Matzen, Suraini Mat Abu
Published September 2021

Abstract

As we move towards globalization and a borderless world, every aspect of quality in our education must be competitive. In creating competitiveness among every teaching staff at the higher institutions, the quality of teaching should be improved from time to time. Many attributes are being used in measuring teaching quality and become more important to determine students' satisfaction. The purpose of this study is to determine the level of teaching effectiveness from students' perceptions and to identify the significant differences of service quality with gender. The marketing concept of service quality (SERVQUAL) encompassing Tangible, Competence, Attitude, Content, Delivery and Reliability has been used to evaluate the teaching quality of Commerce Department lecturers in Politeknik Kuching Sarawak. The evaluation process was measured by the students on the lecturers. The questionnaire consists of 22 items that have been used as instruments for data gathering. A total of 207 students under the Diploma in Accountancy and Diploma in Business Studies study programs for the December 2019 Semester were identified as a sample in this study in answering the questionnaires that were distributed. Data has been analyzed by using the Statistical Package for Social Science (SPSS) through descriptive and inferential analysis to determine the objectives. The findings of this study have shown that the majority of students are satisfied with the foundation of teaching principles and practices of the lecturers and could serve as role models for others. Furthermore, there is no significant difference between the dimensions used to the gender except for the courtesy construct from male respondents. For future recommendations, a large-scale study involving all departments can be implemented to determine students 'satisfaction to sustain the teaching effectiveness of the institutions.

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