The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities

Service quality has become an important part in all advanced organization’s strategic plan. Higher attention on service quality has resulted in increased profit. In the case of higher learning institution has possesses all the characteristics of service industry such as reliability, responsiveness,...

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Main Author:	Malano, Elfianingsih
Format:	Thesis
Language:	English
Published:	2015
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/53690/1/ElfianingsihMalanoMFGHT2015.pdf
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id	my-utm-ep.53690
record_format	uketd_dc
spelling	my-utm-ep.536902020-09-01T08:16:58Z The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities 2015-06 Malano, Elfianingsih HD28 Management. Industrial Management Service quality has become an important part in all advanced organization’s strategic plan. Higher attention on service quality has resulted in increased profit. In the case of higher learning institution has possesses all the characteristics of service industry such as reliability, responsiveness, assurance and empathy. The main aim for this study was to examine the perception of international student for service quality delivered by International Student Centre (ISC) in public universities and secondary objective was to identify the gap between expectation and perception using the gap analysis. Data were collected using questionnaire and analyse using the descriptive statistic. Using the modified SERVQUAL as a measure, this study asked international student during 2015-2016 academic session in three public universities in Malaysia consist of University Technology Malaysia, Northern University of Malaysia and Islamic International University Malaysia to complete a service quality survey to compare their expectation and perceptions. Therefore, gaps in educational service quality at the higher education can be measured. The finding shows that the mean score of all dimension of perception were negative and the gap in the quality of service is large. International Student Centre (ISC) should improving their service to meet the customer satisfaction. Thus, improvements are required across all four dimension of service quality. 2015-06 Thesis http://eprints.utm.my/id/eprint/53690/ http://eprints.utm.my/id/eprint/53690/1/ElfianingsihMalanoMFGHT2015.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:86039 masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformation and Real Estate
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Malano, Elfianingsih The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
description	Service quality has become an important part in all advanced organization’s strategic plan. Higher attention on service quality has resulted in increased profit. In the case of higher learning institution has possesses all the characteristics of service industry such as reliability, responsiveness, assurance and empathy. The main aim for this study was to examine the perception of international student for service quality delivered by International Student Centre (ISC) in public universities and secondary objective was to identify the gap between expectation and perception using the gap analysis. Data were collected using questionnaire and analyse using the descriptive statistic. Using the modified SERVQUAL as a measure, this study asked international student during 2015-2016 academic session in three public universities in Malaysia consist of University Technology Malaysia, Northern University of Malaysia and Islamic International University Malaysia to complete a service quality survey to compare their expectation and perceptions. Therefore, gaps in educational service quality at the higher education can be measured. The finding shows that the mean score of all dimension of perception were negative and the gap in the quality of service is large. International Student Centre (ISC) should improving their service to meet the customer satisfaction. Thus, improvements are required across all four dimension of service quality.
format	Thesis
qualification_level	Master's degree
author	Malano, Elfianingsih
author_facet	Malano, Elfianingsih
author_sort	Malano, Elfianingsih
title	The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
title_short	The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
title_full	The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
title_fullStr	The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
title_full_unstemmed	The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities
title_sort	expectation and perception of international student for delivery service quality in international student centre (isc) in public universities
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department	Faculty of Geoinformation and Real Estate
publishDate	2015
url	http://eprints.utm.my/id/eprint/53690/1/ElfianingsihMalanoMFGHT2015.pdf
_version_	1747817613442940928

The expectation and perception of international student for delivery service quality in International Student Centre (ISC) in public universities

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