... 2002). •According to the study by Kanji, Abdul Malek and Wallace (1999) do give some insights on the real situation of the Higher Education Institutions in Malaysia. Most institutions do give ... Journal of Educational Administration.17. Yu, Y. and Dean, A. (2001), The contribution of emotional satisfaction to consumer loyalty”, Management, 12(3), 234-250.INTRODUCTION In the progress ... comparing to other normal business. Due to their differences, customer satisfaction is a key factor for surviving and developing. Indeed, hearing customer voice and pay enough attention to their...