A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir

The purpose of this study is to determine the level of service quality for student management at Open University Malaysia (OUM), Sarawak Learning Centre, Kuching. At the same time, we also wanted to find out how satisfied the students are with the university and whether students satisfaction are inf...

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Main Authors:	Duum, Joshua Mariyam, Azmi Bazir, Jamadil Halim
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Statistical data Theory and method of social science statistics Methodology
Online Access:	https://ir.uitm.edu.my/id/eprint/35902/1/35902.pdf
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id	my-uitm-ir.35902
record_format	uketd_dc
spelling	my-uitm-ir.359022020-11-06T08:50:15Z A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir 2014-12-20 Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim Statistical data Theory and method of social science statistics Surveys. Sampling. Statistical survey methodology Methodology The purpose of this study is to determine the level of service quality for student management at Open University Malaysia (OUM), Sarawak Learning Centre, Kuching. At the same time, we also wanted to find out how satisfied the students are with the university and whether students satisfaction are influenced by service quality. To obtain the data for this study, questionnaires were distributed to the students during their tutorial. The questionnaire was developed based on the SERVQUAL model. SERVQUAL is a very popular model in the study of service quality developed by Parasuraman in 1998. The model consists of 22 items grouped according to 5 dimensions namely tangibility, reliability, responsiveness, assurance and empathy with the constructs designed to measure service quality and relationship to overall satisfaction. The data gathered was processed and analysed using the SPSS version 17. We conducted the relevant tests, such as the regression analysis, correlations, and cross tabulations to obtain the mean, median and the descriptive statistics which were used to determine the level of service quality at OUM and students satisfaction. The study results showed that both service quality and students satisfaction at OUM are quite high. And our tests also discovered that there is a positive relationship between students satisfaction and service quality. 2014-12 Thesis https://ir.uitm.edu.my/id/eprint/35902/ https://ir.uitm.edu.my/id/eprint/35902/1/35902.pdf text en public masters Universiti Teknologi MARA, Sarawak Arshad Ayub Graduate Business School
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Statistical data Theory and method of social science statistics Statistical data Methodology
spellingShingle	Statistical data Theory and method of social science statistics Statistical data Methodology Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
description	The purpose of this study is to determine the level of service quality for student management at Open University Malaysia (OUM), Sarawak Learning Centre, Kuching. At the same time, we also wanted to find out how satisfied the students are with the university and whether students satisfaction are influenced by service quality. To obtain the data for this study, questionnaires were distributed to the students during their tutorial. The questionnaire was developed based on the SERVQUAL model. SERVQUAL is a very popular model in the study of service quality developed by Parasuraman in 1998. The model consists of 22 items grouped according to 5 dimensions namely tangibility, reliability, responsiveness, assurance and empathy with the constructs designed to measure service quality and relationship to overall satisfaction. The data gathered was processed and analysed using the SPSS version 17. We conducted the relevant tests, such as the regression analysis, correlations, and cross tabulations to obtain the mean, median and the descriptive statistics which were used to determine the level of service quality at OUM and students satisfaction. The study results showed that both service quality and students satisfaction at OUM are quite high. And our tests also discovered that there is a positive relationship between students satisfaction and service quality.
format	Thesis
qualification_level	Master's degree
author	Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim
author_facet	Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim
author_sort	Duum, Joshua Mariyam
title	A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
title_short	A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
title_full	A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
title_fullStr	A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
title_full_unstemmed	A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir
title_sort	study on service quality at open university malaysia and its relationship with students satisfaction /joshua mariyam anak duum and jamadil halim azmi bazir
granting_institution	Universiti Teknologi MARA, Sarawak
granting_department	Arshad Ayub Graduate Business School
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/35902/1/35902.pdf
_version_	1783734318105886720

A Study On Service Quality at Open University Malaysia and Its Relationship With Students Satisfaction /Joshua Mariyam Anak Duum and Jamadil Halim Azmi Bazir

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