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:
Online Access:http://eprints.utm.my/id/eprint/6182/1/ZanariahKadirMFM2007_PersepasiPelangganterhadapAplikasiTahapPerkhidmatan.pdf
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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
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