Service Quality Expectation And Perception Towards Universiti Utara Malaysia

This study was based on the SERVQUAL Model of Parasuraman, Zeithaml and Berry (1985,1988). Its main intention was to evaluate the gap between the expectation and perception and also the satisfaction of UUM students towards the supportive facilities of the university. The study showed that there was...

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Main Author:	Mohd. Jamil, Mohd. Noor
Format:	Thesis
Language:	eng eng
Published:	2002
Subjects:	LB2300 Higher Education
Online Access:	https://etd.uum.edu.my/617/1/MOHD._JAMIL_B._MOHD._NOOR.pdf https://etd.uum.edu.my/617/2/1.MOHD._JAMIL_B._MOHD._NOOR.pdf
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id	my-uum-etd.617
record_format	uketd_dc
spelling	my-uum-etd.6172013-07-24T12:08:09Z Service Quality Expectation And Perception Towards Universiti Utara Malaysia 2002 Mohd. Jamil, Mohd. Noor Sekolah Siswazah Sekolah Siswazah LB2300 Higher Education This study was based on the SERVQUAL Model of Parasuraman, Zeithaml and Berry (1985,1988). Its main intention was to evaluate the gap between the expectation and perception and also the satisfaction of UUM students towards the supportive facilities of the university. The study showed that there was dissatisfaction voiced out by students on the five dimensions of SERVQUAL (tangible, reliability, responsiveness, assurance and empathy) of the university. There is also dissatisfaction towards some of the supportive facilities of the university (Pasaraya at UUM's Mall, the internal UUM bus services, the public telephone and the local buses). The results of the assessment played a crucial role as a reflection for the university. From the findings, university could make some paradigm changes of its weak five entities (tangible, reliability, responsiveness, assurance and empathy) towards the achievement of customers' greatest satisfaction. Satisfaction of the university's service quality will enhance the university's image and will raise this university as their first choice to study. The study showed that the attainment of ISO 9002 1994 by any organization does not mean or reflect that the customer would acquire satisfaction towards the five dimension of the SERVQUAL. 2002 Thesis https://etd.uum.edu.my/617/ https://etd.uum.edu.my/617/1/MOHD._JAMIL_B._MOHD._NOOR.pdf application/pdf eng validuser https://etd.uum.edu.my/617/2/1.MOHD._JAMIL_B._MOHD._NOOR.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	LB2300 Higher Education
spellingShingle	LB2300 Higher Education Mohd. Jamil, Mohd. Noor Service Quality Expectation And Perception Towards Universiti Utara Malaysia
description	This study was based on the SERVQUAL Model of Parasuraman, Zeithaml and Berry (1985,1988). Its main intention was to evaluate the gap between the expectation and perception and also the satisfaction of UUM students towards the supportive facilities of the university. The study showed that there was dissatisfaction voiced out by students on the five dimensions of SERVQUAL (tangible, reliability, responsiveness, assurance and empathy) of the university. There is also dissatisfaction towards some of the supportive facilities of the university (Pasaraya at UUM's Mall, the internal UUM bus services, the public telephone and the local buses). The results of the assessment played a crucial role as a reflection for the university. From the findings, university could make some paradigm changes of its weak five entities (tangible, reliability, responsiveness, assurance and empathy) towards the achievement of customers' greatest satisfaction. Satisfaction of the university's service quality will enhance the university's image and will raise this university as their first choice to study. The study showed that the attainment of ISO 9002 1994 by any organization does not mean or reflect that the customer would acquire satisfaction towards the five dimension of the SERVQUAL.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd. Jamil, Mohd. Noor
author_facet	Mohd. Jamil, Mohd. Noor
author_sort	Mohd. Jamil, Mohd. Noor
title	Service Quality Expectation And Perception Towards Universiti Utara Malaysia
title_short	Service Quality Expectation And Perception Towards Universiti Utara Malaysia
title_full	Service Quality Expectation And Perception Towards Universiti Utara Malaysia
title_fullStr	Service Quality Expectation And Perception Towards Universiti Utara Malaysia
title_full_unstemmed	Service Quality Expectation And Perception Towards Universiti Utara Malaysia
title_sort	service quality expectation and perception towards universiti utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	2002
url	https://etd.uum.edu.my/617/1/MOHD._JAMIL_B._MOHD._NOOR.pdf https://etd.uum.edu.my/617/2/1.MOHD._JAMIL_B._MOHD._NOOR.pdf
_version_	1747826957209305088

Service Quality Expectation And Perception Towards Universiti Utara Malaysia

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