Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad

As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in vari...

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Main Authors:	Jalasi, Azrin, Salsidu, Hady Fairuz, Mohamad, Nur Izany
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Group work in education
Online Access:	https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf
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id	my-uitm-ir.92733
record_format	uketd_dc
spelling	my-uitm-ir.927332024-03-20T15:57:46Z Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad 2014 Jalasi, Azrin Salsidu, Hady Fairuz Mohamad, Nur Izany Group work in education As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in various industries outside and inside of Malaysia. However, despite the importance of polytechnic in the nation development, empirical research on service quality in Malaysian polytechnic sector has been limited. Recently, the number of new students enrolled in the Malaysian polytechnic has decreased rapidly and the service quality performance was suspected as the main cause of this problem. Therefore, this study aims to identify specific service quality dimensions for polytechnic, to assess the relationship between service quality and customer's satisfaction in polytechnic, to determine the effect of service quality towards customers' satisfaction in polytechnic and lastly but not least to propose a comprehensive action plan for an excellent service quality delivery in Malaysian polytechnic. A sample of 388 students in Malaysian polytechnic has participated in this research. In this study, it has been confirmed that service quality dimensions namely non-academic aspects, academic aspects, reputation, accessibility and program issues have a significant and positive relationship with the student's satisfaction in Malaysian polytechnic. 2014 Thesis https://ir.uitm.edu.my/id/eprint/92733/ https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf text en public masters Universiti Teknologi MARA, Sabah Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Group work in education
spellingShingle	Group work in education Jalasi, Azrin Salsidu, Hady Fairuz Mohamad, Nur Izany Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
description	As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in various industries outside and inside of Malaysia. However, despite the importance of polytechnic in the nation development, empirical research on service quality in Malaysian polytechnic sector has been limited. Recently, the number of new students enrolled in the Malaysian polytechnic has decreased rapidly and the service quality performance was suspected as the main cause of this problem. Therefore, this study aims to identify specific service quality dimensions for polytechnic, to assess the relationship between service quality and customer's satisfaction in polytechnic, to determine the effect of service quality towards customers' satisfaction in polytechnic and lastly but not least to propose a comprehensive action plan for an excellent service quality delivery in Malaysian polytechnic. A sample of 388 students in Malaysian polytechnic has participated in this research. In this study, it has been confirmed that service quality dimensions namely non-academic aspects, academic aspects, reputation, accessibility and program issues have a significant and positive relationship with the student's satisfaction in Malaysian polytechnic.
format	Thesis
qualification_level	Master's degree
author	Jalasi, Azrin Salsidu, Hady Fairuz Mohamad, Nur Izany
author_facet	Jalasi, Azrin Salsidu, Hady Fairuz Mohamad, Nur Izany
author_sort	Jalasi, Azrin
title	Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_short	Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_full	Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_fullStr	Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_full_unstemmed	Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_sort	developing a comprehensive action plan for excellent service quality delivery in malaysian polytechnic / azrin jalasi, hady fairuz salsidu and nur izany mohamad
granting_institution	Universiti Teknologi MARA, Sabah
granting_department	Faculty of Business and Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf
_version_	1794192282343178240

Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad

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