The service quality in higher education: A case of UUM Operations Management students
STML services have been one of the major topics discuss among students in UUM.Due to its importance, a research that investigates the student’s satisfaction on service quality was conducted.In view of the above study, this article highlights outcomes to the following aims: 1) to identifies the level...
| Main Authors: | , , , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2017
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/22687/1/STML%E2%80%93Go%20Green%202016%20876%20886.pdf |
| _version_ | 1825804795340914688 |
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| author | Shaffie, Fazdila Liew, Ning Sin Ismail, Maizurin Mamat, Nor Amirah Sabri, Nurul Nadia Zalazilah, Mohd Hanizan |
| author_facet | Shaffie, Fazdila Liew, Ning Sin Ismail, Maizurin Mamat, Nor Amirah Sabri, Nurul Nadia Zalazilah, Mohd Hanizan |
| author_sort | Shaffie, Fazdila |
| collection | UUM |
| description | STML services have been one of the major topics discuss among students in UUM.Due to its importance, a research that investigates the student’s satisfaction on service quality was conducted.In view of the above study, this article highlights outcomes to the following aims: 1) to identifies the level of students’ satisfaction to the performances of services quality provided by STML, 2) to identify the critical factors in service quality dimensions that contributes most to the student satisfaction.The study was conducts using a set of questionnaire to 100 Bachelor Degree of Operations Management from STML. Respondents were divide into two groups which is third year students and fourth year students. The variable used in this research were adopts from Parasuraman using the five dimensions in service quality (Tangibility, Assurance, Reliability, Responsiveness and Empathy).From this research, it was expects that the differences between the demographic attributes of student towards the
service quality provided by STML could lead to variation in students’ satisfaction levels. |
| first_indexed | 2024-07-04T06:21:34Z |
| format | Conference or Workshop Item |
| id | uum-22687 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:21:34Z |
| publishDate | 2017 |
| record_format | eprints |
| spelling | uum-226872017-07-25T07:28:36Z https://repo.uum.edu.my/id/eprint/22687/ The service quality in higher education: A case of UUM Operations Management students Shaffie, Fazdila Liew, Ning Sin Ismail, Maizurin Mamat, Nor Amirah Sabri, Nurul Nadia Zalazilah, Mohd Hanizan LB2300 Higher Education STML services have been one of the major topics discuss among students in UUM.Due to its importance, a research that investigates the student’s satisfaction on service quality was conducted.In view of the above study, this article highlights outcomes to the following aims: 1) to identifies the level of students’ satisfaction to the performances of services quality provided by STML, 2) to identify the critical factors in service quality dimensions that contributes most to the student satisfaction.The study was conducts using a set of questionnaire to 100 Bachelor Degree of Operations Management from STML. Respondents were divide into two groups which is third year students and fourth year students. The variable used in this research were adopts from Parasuraman using the five dimensions in service quality (Tangibility, Assurance, Reliability, Responsiveness and Empathy).From this research, it was expects that the differences between the demographic attributes of student towards the service quality provided by STML could lead to variation in students’ satisfaction levels. 2017 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/22687/1/STML%E2%80%93Go%20Green%202016%20876%20886.pdf Shaffie, Fazdila and Liew, Ning Sin and Ismail, Maizurin and Mamat, Nor Amirah and Sabri, Nurul Nadia and Zalazilah, Mohd Hanizan (2017) The service quality in higher education: A case of UUM Operations Management students. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia. http://stmlportal.net/stmlgogreen2016/pdf/p876.pdf |
| spellingShingle | LB2300 Higher Education Shaffie, Fazdila Liew, Ning Sin Ismail, Maizurin Mamat, Nor Amirah Sabri, Nurul Nadia Zalazilah, Mohd Hanizan The service quality in higher education: A case of UUM Operations Management students |
| title | The service quality in higher education: A case of UUM Operations Management students |
| title_full | The service quality in higher education: A case of UUM Operations Management students |
| title_fullStr | The service quality in higher education: A case of UUM Operations Management students |
| title_full_unstemmed | The service quality in higher education: A case of UUM Operations Management students |
| title_short | The service quality in higher education: A case of UUM Operations Management students |
| title_sort | service quality in higher education a case of uum operations management students |
| topic | LB2300 Higher Education |
| url | https://repo.uum.edu.my/id/eprint/22687/1/STML%E2%80%93Go%20Green%202016%20876%20886.pdf |
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