The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste

Abstract

This research aims to test and assess the influence of service quality on customer satisfaction. Students from Hotel Management Department, Dili Institute of Technology (DIT), Timor-Leste were used as research respondents; while data collection and analysis used questionnaires and SMART-PLS 3.1 respectively. The result shows that service quality influence positively and significantly on customer satisfaction. This research can help industries to improve their service quality to raise customer satisfaction, leading to improve their performance.