A study on service quality at Open University Malaysia and its relationship with students satisfaction / Joshua Mariyam 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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Bibliographic Details
Main Authors:	Duum, Joshua Mariyam, Azmi Bazir, Jamadil Halim
Format:	Thesis
Language:	English
Published:	2014
Subjects:	LB Theory and practice of education LG Individual institutions Malaysia
Online Access:	https://ir.uitm.edu.my/id/eprint/47141/1/47141.pdf
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id	my-uitm-ir.47141
record_format	uketd_dc
spelling	my-uitm-ir.471412022-03-04T04:13:01Z A study on service quality at Open University Malaysia and its relationship with students satisfaction / Joshua Mariyam Duum and Jamadil Halim Azmi Bazir 2014-12 Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim LB Theory and practice of education LG Individual institutions Malaysia 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 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. 2014-12 Thesis https://ir.uitm.edu.my/id/eprint/47141/ https://ir.uitm.edu.my/id/eprint/47141/1/47141.pdf text en public masters Universiti Teknologi MARA Cawangan Sarawak Arshad Ayub Graduate Business School
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	LB Theory and practice of education LG Individual institutions Malaysia
spellingShingle	LB Theory and practice of education LG Individual institutions Malaysia Duum, Joshua Mariyam Azmi Bazir, Jamadil Halim A study on service quality at Open University Malaysia and its relationship with students satisfaction / Joshua Mariyam 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 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.
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 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 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 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 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 Duum and Jamadil Halim Azmi Bazir
title_sort	study on service quality at open university malaysia and its relationship with students satisfaction / joshua mariyam duum and jamadil halim azmi bazir
granting_institution	Universiti Teknologi MARA Cawangan Sarawak
granting_department	Arshad Ayub Graduate Business School
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/47141/1/47141.pdf
_version_	1783734779598864384

A study on service quality at Open University Malaysia and its relationship with students satisfaction / Joshua Mariyam Duum and Jamadil Halim Azmi Bazir

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