The aims of this study are to discuss the moderating effect of nationality in
influencing service quality through servqual dimensions: a study among clients
(students) at academic affairs department, Linton University College. This study
applies the SERVQUAL model which has been developed by Parasuraman in 1985.
Service quality have been categorized into five dimensions which are tangibility
(physical equipment, staff appearance), reliability (accuracy, timely manner),
responsiveness (prompt service action, willingness to assist), assurance (staff
courtesy, convey trust and confidence), and empathy (individualized caring, personal
attention).
A total of 263 students who participated in this study and the questionnaire were used
as an instrument to collect the data. A result of the study shows that the nationality
influences the level of student’s satisfaction towards service quality provided by
Linton University College. The implication of this study may provide benefits in term
of methodology, policy and practice to the Linton University College in strengthening
the quality of its services so that the system can meet the level of student satisfaction.
