Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia

Quality is an ongoing process of building and sustaining relationships between organization and the customers. It was a function through services organization to fulfill unpredicted need and want of the customers. Customers' satisfaction depends on the service quality that they received from t...

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Main Author:	Zulkifli, Omar
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/2763/1/Zulkifli_Omar.pdf https://etd.uum.edu.my/2763/2/1.Zulkifli_Omar.pdf
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id	my-uum-etd.2763
record_format	uketd_dc
spelling	my-uum-etd.27632016-04-24T02:10:24Z Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia 2011 Zulkifli, Omar Abdul Jabbar, Hijattulah Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business Quality is an ongoing process of building and sustaining relationships between organization and the customers. It was a function through services organization to fulfill unpredicted need and want of the customers. Customers' satisfaction depends on the service quality that they received from the service provider. Failure to fulfill customer's expectation and satisfaction will lead to bad impressions to the organization itself in the long term. The main purpose of this study is to determine student's satisfaction toward service quality at Bursar Department of Universiti Utara Malaysia (UUM). Three hundred and seventeen (317) respondents which are UUM's main campus students participated in this survey. Questionnaires are being used in this survey and the analyses of findings analysis are based on descriptive statistics. The findings showed that four (4) dimensions of quality service namely Assurance, Reliability, Tangibles and Responsiveness have significant relationship with an overall service quality while no significant relationship is evidence for the Empathy dimension. Based on Multiple Regression Model, the finding showed that only Assurance and Reliability have strong relationship to overall services quality at Bursar's Department of UUM. These outcomes are useful for Bursar's Department in planning their strategy toward in improving the quality of services in future. 2011 Thesis https://etd.uum.edu.my/2763/ https://etd.uum.edu.my/2763/1/Zulkifli_Omar.pdf application/pdf eng validuser https://etd.uum.edu.my/2763/2/1.Zulkifli_Omar.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdul Jabbar, Hijattulah
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Zulkifli, Omar Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
description	Quality is an ongoing process of building and sustaining relationships between organization and the customers. It was a function through services organization to fulfill unpredicted need and want of the customers. Customers' satisfaction depends on the service quality that they received from the service provider. Failure to fulfill customer's expectation and satisfaction will lead to bad impressions to the organization itself in the long term. The main purpose of this study is to determine student's satisfaction toward service quality at Bursar Department of Universiti Utara Malaysia (UUM). Three hundred and seventeen (317) respondents which are UUM's main campus students participated in this survey. Questionnaires are being used in this survey and the analyses of findings analysis are based on descriptive statistics. The findings showed that four (4) dimensions of quality service namely Assurance, Reliability, Tangibles and Responsiveness have significant relationship with an overall service quality while no significant relationship is evidence for the Empathy dimension. Based on Multiple Regression Model, the finding showed that only Assurance and Reliability have strong relationship to overall services quality at Bursar's Department of UUM. These outcomes are useful for Bursar's Department in planning their strategy toward in improving the quality of services in future.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Zulkifli, Omar
author_facet	Zulkifli, Omar
author_sort	Zulkifli, Omar
title	Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
title_short	Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
title_full	Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
title_fullStr	Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
title_full_unstemmed	Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia
title_sort	kepuasan pelajar terhadap kualiti perkhidmatan jabatan bendahari universiti utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2011
url	https://etd.uum.edu.my/2763/1/Zulkifli_Omar.pdf https://etd.uum.edu.my/2763/2/1.Zulkifli_Omar.pdf
_version_	1747827423476449280

Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari Universiti Utara Malaysia

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