Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi

A quality and systematic maintenance management will definitely give good impact and help to establish a good name for service provider and the stakeholder. To ensure the quality of services are sustained and appreciated by the customers, a mechanism has been introduced which known as Service Lev...

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Main Author:	Kadir, Zanariah
Format:	Thesis
Language:	English
Published:	2007
Subjects:	H Social Sciences (General)
Online Access:	http://eprints.utm.my/id/eprint/6182/1/ZanariahKadirMFM2007_PersepasiPelangganterhadapAplikasiTahapPerkhidmatan.pdf
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id	my-utm-ep.6182
record_format	uketd_dc
spelling	my-utm-ep.61822017-10-12T06:17:48Z Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi 2007 Kadir, Zanariah H Social Sciences (General) A quality and systematic maintenance management will definitely give good impact and help to establish a good name for service provider and the stakeholder. To ensure the quality of services are sustained and appreciated by the customers, a mechanism has been introduced which known as Service Level Agreement (SLA) where commonly known as Perjanjian Tahap Perkhidmatan (PTP). SLA is an agreement that involves customers and service provider for the purpose of helping both parties to understand the mechanism of services that being provided. So, a study is held in collaboration with UTM Skudai, Johor, where PTP is being introduced to Unit Penyelenggaraan, Bahagian Harta, Pejabat Harta Bina (UPBH-PHB), a department that is authorized to manage the facilities maintenance for the UTM campus. Two main objectives are set for the study and they are; To identify opinions and perceptions of customers towards PTP and To set up SLA as one of a system for maintenance management of landscaping and cleanliness of the campus. All data are collected through literature study, interview and survey methods between Bahagian Harta staffs, people who involve in managing student hostels and contractors. Literature study is being organized to get primary data through journals and other references about SLA proposals for maintenance management. The results from the study are some findings to achieve the objectives and form the SLA structure. Thus a number of proposals have been made suggested in order to help UPBH-PHB in achieving its goals that is to adopt PTP as a mechanism in developing a world class and competitive management system. 2007 Thesis http://eprints.utm.my/id/eprint/6182/ http://eprints.utm.my/id/eprint/6182/1/ZanariahKadirMFM2007_PersepasiPelangganterhadapAplikasiTahapPerkhidmatan.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:62122?queryType=vitalDismax&query=Persepasi+pelanggan+terhadap+aplikasi+tahap+perkhidmatan+dalam+pengurusan+penyelenggaran+fasiliti+di+institusi+pengajian+tinggi+&public=true masters Universiti Teknologi Malaysia, Faculty of Geoinformation Science and Engineering Faculty of Geoinformation Science and Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Kadir, Zanariah Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
description	A quality and systematic maintenance management will definitely give good impact and help to establish a good name for service provider and the stakeholder. To ensure the quality of services are sustained and appreciated by the customers, a mechanism has been introduced which known as Service Level Agreement (SLA) where commonly known as Perjanjian Tahap Perkhidmatan (PTP). SLA is an agreement that involves customers and service provider for the purpose of helping both parties to understand the mechanism of services that being provided. So, a study is held in collaboration with UTM Skudai, Johor, where PTP is being introduced to Unit Penyelenggaraan, Bahagian Harta, Pejabat Harta Bina (UPBH-PHB), a department that is authorized to manage the facilities maintenance for the UTM campus. Two main objectives are set for the study and they are; To identify opinions and perceptions of customers towards PTP and To set up SLA as one of a system for maintenance management of landscaping and cleanliness of the campus. All data are collected through literature study, interview and survey methods between Bahagian Harta staffs, people who involve in managing student hostels and contractors. Literature study is being organized to get primary data through journals and other references about SLA proposals for maintenance management. The results from the study are some findings to achieve the objectives and form the SLA structure. Thus a number of proposals have been made suggested in order to help UPBH-PHB in achieving its goals that is to adopt PTP as a mechanism in developing a world class and competitive management system.
format	Thesis
qualification_level	Master's degree
author	Kadir, Zanariah
author_facet	Kadir, Zanariah
author_sort	Kadir, Zanariah
title	Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
title_short	Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
title_full	Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
title_fullStr	Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
title_full_unstemmed	Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
title_sort	persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation Science and Engineering
granting_department	Faculty of Geoinformation Science and Engineering
publishDate	2007
url	http://eprints.utm.my/id/eprint/6182/1/ZanariahKadirMFM2007_PersepasiPelangganterhadapAplikasiTahapPerkhidmatan.pdf
_version_	1747814636921552896

Persepasi pelanggan terhadap aplikasi tahap perkhidmatan dalam pengurusan penyelenggaran fasiliti di institusi pengajian tinggi

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