Student expectation and perception of service quality in UTM hostel

Customers’ satisfaction and service quality continue to attract the attention of researcher and practitioners in a wide variety of disciplines. This is not surprising, since a number of studies have shown a moderate to strong relationship between these constructs and consumer loyalty or repeat purch...

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Main Author:	Moharyakasimivan, Ivan
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HV Social pathology Social and public welfare
Online Access:	http://eprints.utm.my/id/eprint/53499/25/IvanMoharyakasimivanMFGHT2014.pdf
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id	my-utm-ep.53499
record_format	uketd_dc
spelling	my-utm-ep.534992020-07-16T06:49:05Z Student expectation and perception of service quality in UTM hostel 2014-08 Moharyakasimivan, Ivan HV Social pathology. Social and public welfare Customers’ satisfaction and service quality continue to attract the attention of researcher and practitioners in a wide variety of disciplines. This is not surprising, since a number of studies have shown a moderate to strong relationship between these constructs and consumer loyalty or repeat purchasing behaviour for recent works in this area. Service quality has become a predominant part for all organisation in particularly in facilities management which aims at improving customer satisfaction and customer retention. Nowadays, customers are becoming less tolerant of bad services. Since the success or failure of UTM Hostel is finally determine by customers, it is essential to examine customers’ perceptions and expectations of the quality of UTM Hostel. The aims of this study to examine the students’ perceptions and expectations towards service quality delivered by Hostel of Universiti Teknologi Malaysia (UTM) and to analyse the gap between perceptions and expectations using the gap analysis. The instrument used in this research is questionnaire using a modified SERVQUAL model with Likert Scale question. A total 250 number of questionnaire were sent out, only 178 respondents has returned the questionnaire. The questionnaires were distributed out to 17 student hostel in University Technology Malaysia (UTM). Frequency analysis and mean score are used to analyse the first objective while gap is used for the second objective analysis. From the analysis, although it is found that overall expectations service is considerably high and the perceptions service level towards UTM Hostel is moderate. However, the service quality delivered by UTM Hostel is below the respondents expectations due to the negative service gaps for all 24 service quality statements. In conclusion, the top management of the UTM Hostel should pay more attention and out more efforts in improving the service quality of the services provided as service quality has become more and more important. 2014-08 Thesis http://eprints.utm.my/id/eprint/53499/ http://eprints.utm.my/id/eprint/53499/25/IvanMoharyakasimivanMFGHT2014.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:84241 masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformatiom and Real Estate
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HV Social pathology Social and public welfare
spellingShingle	HV Social pathology Social and public welfare Moharyakasimivan, Ivan Student expectation and perception of service quality in UTM hostel
description	Customers’ satisfaction and service quality continue to attract the attention of researcher and practitioners in a wide variety of disciplines. This is not surprising, since a number of studies have shown a moderate to strong relationship between these constructs and consumer loyalty or repeat purchasing behaviour for recent works in this area. Service quality has become a predominant part for all organisation in particularly in facilities management which aims at improving customer satisfaction and customer retention. Nowadays, customers are becoming less tolerant of bad services. Since the success or failure of UTM Hostel is finally determine by customers, it is essential to examine customers’ perceptions and expectations of the quality of UTM Hostel. The aims of this study to examine the students’ perceptions and expectations towards service quality delivered by Hostel of Universiti Teknologi Malaysia (UTM) and to analyse the gap between perceptions and expectations using the gap analysis. The instrument used in this research is questionnaire using a modified SERVQUAL model with Likert Scale question. A total 250 number of questionnaire were sent out, only 178 respondents has returned the questionnaire. The questionnaires were distributed out to 17 student hostel in University Technology Malaysia (UTM). Frequency analysis and mean score are used to analyse the first objective while gap is used for the second objective analysis. From the analysis, although it is found that overall expectations service is considerably high and the perceptions service level towards UTM Hostel is moderate. However, the service quality delivered by UTM Hostel is below the respondents expectations due to the negative service gaps for all 24 service quality statements. In conclusion, the top management of the UTM Hostel should pay more attention and out more efforts in improving the service quality of the services provided as service quality has become more and more important.
format	Thesis
qualification_level	Master's degree
author	Moharyakasimivan, Ivan
author_facet	Moharyakasimivan, Ivan
author_sort	Moharyakasimivan, Ivan
title	Student expectation and perception of service quality in UTM hostel
title_short	Student expectation and perception of service quality in UTM hostel
title_full	Student expectation and perception of service quality in UTM hostel
title_fullStr	Student expectation and perception of service quality in UTM hostel
title_full_unstemmed	Student expectation and perception of service quality in UTM hostel
title_sort	student expectation and perception of service quality in utm hostel
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department	Faculty of Geoinformatiom and Real Estate
publishDate	2014
url	http://eprints.utm.my/id/eprint/53499/25/IvanMoharyakasimivanMFGHT2014.pdf
_version_	1747817566808571904

Student expectation and perception of service quality in UTM hostel

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