INFLUENCE OF WI-FI PERFORMANCE ON STUDENTS' SATISFACTION

Abstract

Wi-Fi services provided by institutions are critical factors helping students in their learning process, especially during the COVID-19 pandemic. However, studies concerning Wi-Fi performance on students’ satisfaction in Polytechnics Malaysia are limited. Hence, this study aims to investigate the influence of Wi-Fi service quality on students’ satisfaction, particularly in the Politeknik Tuanku Syed Sirajuddin (PTSS) context. Specifically, this study examines the influence of reliability, tangibility, responsiveness, assurance, and empathy on students’ satisfaction towards Wi-Fi performance. Quantitative and single cross-sectional studies were employed. A total of 260 students responded to the survey questionnaires. Multiple regression analysis results revealed that reliability, tangibility, responsiveness, assurance, and empathy influence students’ satisfaction. It shows that improving reliability, tangibility, responsiveness, assurance, and empathy is very important to increase students’ satisfaction. The results also indicated that responsiveness is the primary factor influencing students’ satisfaction. This study is hoped to enlighten the polytechnic management to improve Wi-Fi performance for the students.