Abstract

The purpose of this study is to examine students’ perception of quality of service offered in Malaysian skills training institutes and how it influences overall satisfaction. This study employed a questionnaire survey involving seven skills training institutes in Klang Valley, Malaysia. From 600 questionnaires distributed, 419 were returned (69.8 percent response rate). Causation relationship was analysed using Partial Least Squares Structural Equation Modelling technique. Results show that campus environment was the most significant predictor of student satisfaction, followed by management of institute and support services. Interestingly, the study found that physical facilities and training delivery were not significant predictors of students’ overall satisfaction. Enriching knowledge in service quality and customer satisfaction is important for skills training institutes to identify priorities for performance improvement. The implication of this finding is deemed valuable and useful for institution management, policymakers and researchers in the training and educational sector.

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