Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)

Customer satisfaction is an important and critical issue to ensure the comfort of its customers in an organization. Students act as a client to an educational institution has its own requirements that must be met by the management of the institution. The objective of this study was to determine t...

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Main Author:	Mohd Jasrihanizan, Badol
Format:	Thesis
Language:	eng eng
Published:	2016
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/5938/1/s814407_01.pdf https://etd.uum.edu.my/5938/2/s814407_02.pdf
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id	my-uum-etd.5938
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ahmad, Fais
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Mohd Jasrihanizan, Badol Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
description	Customer satisfaction is an important and critical issue to ensure the comfort of its customers in an organization. Students act as a client to an educational institution has its own requirements that must be met by the management of the institution. The objective of this study was to determine the level of student satisfaction with the services offered by the Center for Culture and Arts (PBS), Universiti Utara Malaysia (UUM) selected based on several factors such as location, access, service staff and the service .. The sample is student- UUM students involved in cultural activities and to seek the services of the Centre for culture and Arts (PBS) as many as 102 people. Questionnaires were distributed using sampling techniques for comfort (convenience sampling). While the design of this study used a qualitative approach. The questionnaire used as an instrument to obtain research data. Data were analyzed using percentage, frequency, mean and standard deviation using the Statistical Package for Social Sciences (SPSS). Results from the analysis of the data showed that the level of student satisfaction with the service provided is moderately good. The findings of this study can be a guide to the management to make improvements in enhancing the quality of services provided to students.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd Jasrihanizan, Badol
author_facet	Mohd Jasrihanizan, Badol
author_sort	Mohd Jasrihanizan, Badol
title	Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
title_short	Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
title_full	Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
title_fullStr	Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
title_full_unstemmed	Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)
title_sort	kepuasan pelajar terhadap perkhidmatan di pusat budaya dan seni (pbs) universiti utara malaysia (uum)
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2016
url	https://etd.uum.edu.my/5938/1/s814407_01.pdf https://etd.uum.edu.my/5938/2/s814407_02.pdf
_version_	1747827995796570112
spelling	my-uum-etd.59382017-01-04T10:45:57Z Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM) 2016 Mohd Jasrihanizan, Badol Ahmad, Fais School of Business Management School of Business Management HF5415.33 Consumer Behavior. Customer satisfaction is an important and critical issue to ensure the comfort of its customers in an organization. Students act as a client to an educational institution has its own requirements that must be met by the management of the institution. The objective of this study was to determine the level of student satisfaction with the services offered by the Center for Culture and Arts (PBS), Universiti Utara Malaysia (UUM) selected based on several factors such as location, access, service staff and the service .. The sample is student- UUM students involved in cultural activities and to seek the services of the Centre for culture and Arts (PBS) as many as 102 people. Questionnaires were distributed using sampling techniques for comfort (convenience sampling). While the design of this study used a qualitative approach. The questionnaire used as an instrument to obtain research data. Data were analyzed using percentage, frequency, mean and standard deviation using the Statistical Package for Social Sciences (SPSS). Results from the analysis of the data showed that the level of student satisfaction with the service provided is moderately good. The findings of this study can be a guide to the management to make improvements in enhancing the quality of services provided to students. 2016 Thesis https://etd.uum.edu.my/5938/ https://etd.uum.edu.my/5938/1/s814407_01.pdf text eng validuser https://etd.uum.edu.my/5938/2/s814407_02.pdf text eng public masters masters Universiti Utara Malaysia Ahmad Sarji Abdul Hamid, 1992, Kemajuan Pentadbiran Awam Malaysia, Koleksi Ucapan-ucapan dalam tahun 1991, Institut Tadbiran Awam Malaysia, Kuala Lumpur. 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D. & Tsiotras G.D. (2002). The True Motives behind ISO 9000 Certification: Their Effect on the Overall Certification Benefits and the Long Term Contribution Towards TQM. International Journal of Quality & Reliability Management. 19(2): 151-169. Irma Idayu Omar, (2005). Panduan Menguruskan Perpustakaan. PTS Profesional Publishing Sdn. Bhd. Jabatan Perdana Menteri, Pekeliling Kemajuan Pentadbiran Awam, bil 10/1991, 1 Julai 1991. James Jakup AK Chaling. 2005. “Faktor-Faktor yang Mempengaruhi Tahap Kepuasan Pelanggan di Sektor Telekomunikasi”. Johari, R. (2007). Identifying what services need to be improved by measuring the library performance, Malaysian journal of library and information science, 12, m.s 35 – 53. Khairul Anuar Mohd Ali & Suzyanty Mohd Shokory. 2009. “Pengukuran Kepuasan Pelangan Dalaman Bagi Industri Hospitaliti: Kajian Kes Industri Perhotelan Di Pantai Timur Semenanjung Malaysia”. Laporan Kajian Kepuasan Pelanggan Tahun 2010, Kementerian Kerja Raya Malaysia. 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Panduan Pengurusan Perhubungan Pelanggan, Lampiran Pekeliling Kemajuan Pentadbiran Awam Bilangan 1 Tahun 2008. Parasuraman, A. Zeithaml, V. A & Berry, L.L (1998). A conceptual model of service quality and its implications. Jurnal Marketing. Rahim Abdullah (1995), Pengurusan Sekolah. KL: DBP Roslah Johari & A.N. Zainab (2008). Identifying what services need to be improved by measuring the library performance. Malaysia Journal of Library & Information Science. 12 (1):35-53. Rosander, A.c. (1989) The Qust Quality in Services (New York, American Society for Quality Control). Siti Noor Abdullah, Noor Haniza Abdul Hamid & Salwun Abdul Hamid (2010). Kajian Kepuasan Pelajar Terhadap Perkhdimatan Perpustakaan Politeknik Kota Bahru. Prosiding Seminar Transformasi Pendidikan Teknikal 2010. Hotel Emerald Puteri Sungai Petani. Syed Othman Al-Habsi dan Hamiza Ibrahim, 2003. Pengurusan Dan Pentadbiran Mencapai Kecemerlangan Melalui Penghayatan Nilai, Institut Kefahaman Islam Malaysia, Kuala Lumpur Utusan Malaysia, Setiap rungutan dilayan, 23 Februari 2001 Utusan Malaysia, Kakitangan awam perlu teguh kepada etika kerja, 16 Ogos 2002 Utusan Malaysia, Menyelami kepuasan pelanggan, 1 Julai 1996 UUM Online, Kaunter informasi penting kepada universiti, 8 Januari 2013 Yusuf, R. Z. et al (2006). Perhubungan antara prinsip-prisip TQM dengan prestasi organisasi pendidikan: satu kajian empirikal dalam sektor pendidikan tinggi. IJMS 13 (special issue), m.s 143-161

Kepuasan pelajar terhadap perkhidmatan di Pusat Budaya dan Seni (PBS) Universiti Utara Malaysia (UUM)

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