Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)

Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)

The higher education market is now internationally recognized method for expanding and upgrading formal education spaces in Malaysia. Malaysia highlight the success of higher education to the world of course highly dependent on the performance of the service delivery system in accordance with the ev...

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Main Author: Hafisoh, Husin
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/6522/1/s814488_01.pdf
https://etd.uum.edu.my/6522/2/s814488_02.pdf
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id my-uum-etd.6522
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Ratnawati, ,
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Hafisoh, Husin
Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
description The higher education market is now internationally recognized method for expanding and upgrading formal education spaces in Malaysia. Malaysia highlight the success of higher education to the world of course highly dependent on the performance of the service delivery system in accordance with the evaluation and respect the views of international students. This study aims to discuss the level of satisfaction among international students on the quality of the delivery system in the Department of Academic Affairs (HEA) at University College Insaniah (KUIN). This study applies the theory of customer satisfaction and service quality theory in conducting a study on the level of satisfaction of international students. A total of 190 students who participated in this study and the questionnaire used as an instrument. Data were analyzed using SPSS software. Service delivery systems have been classified into three components, equipment and facilities, staff and services output or results service. The results of t-test and ANOVA showed that there are differences in the level of satisfaction of gender and period of stay in Malaysia. While test correlation shows the level of satisfaction of international students to the department's service delivery system at HEA, KUIN of the three aspects studied have a high correlation with the level of satisfaction of international students. The implications of this study may provide benefits in terms of theory, methodology, policy and practice to the KUIN in strengthening the quality of its services so that the system can meet the level of student satisfaction.
format Thesis
qualification_name masters
qualification_level Master's degree
author Hafisoh, Husin
author_facet Hafisoh, Husin
author_sort Hafisoh, Husin
title Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
title_short Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
title_full Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
title_fullStr Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
title_full_unstemmed Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)
title_sort kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: jabatan hal ehwal akademik (hea), kolej universiti insaniah (kuin)
granting_institution Universiti Utara Malaysia
granting_department Ghazali Shafie Graduate School of Government
publishDate 2015
url https://etd.uum.edu.my/6522/1/s814488_01.pdf
https://etd.uum.edu.my/6522/2/s814488_02.pdf
_version_ 1747828083528826880
spelling my-uum-etd.65222021-03-18T07:10:29Z Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN) 2015 Hafisoh, Husin Ratnawati, , Ghazali Shafie Graduate School of Government Ghazali Shafie Graduate School of Government HF5415.33 Consumer Behavior. The higher education market is now internationally recognized method for expanding and upgrading formal education spaces in Malaysia. Malaysia highlight the success of higher education to the world of course highly dependent on the performance of the service delivery system in accordance with the evaluation and respect the views of international students. This study aims to discuss the level of satisfaction among international students on the quality of the delivery system in the Department of Academic Affairs (HEA) at University College Insaniah (KUIN). This study applies the theory of customer satisfaction and service quality theory in conducting a study on the level of satisfaction of international students. A total of 190 students who participated in this study and the questionnaire used as an instrument. Data were analyzed using SPSS software. Service delivery systems have been classified into three components, equipment and facilities, staff and services output or results service. The results of t-test and ANOVA showed that there are differences in the level of satisfaction of gender and period of stay in Malaysia. While test correlation shows the level of satisfaction of international students to the department's service delivery system at HEA, KUIN of the three aspects studied have a high correlation with the level of satisfaction of international students. The implications of this study may provide benefits in terms of theory, methodology, policy and practice to the KUIN in strengthening the quality of its services so that the system can meet the level of student satisfaction. 2015 Thesis https://etd.uum.edu.my/6522/ https://etd.uum.edu.my/6522/1/s814488_01.pdf text eng public https://etd.uum.edu.my/6522/2/s814488_02.pdf text eng public masters masters Universiti Utara Malaysia Aminuddin Yusof & Shamsarizal Abd Aziz (2011). Hubungan Antara Kualiti Perkhidmatan Kemudahan Sukan Kolej Matrikulasi Dengan Kepuasan Pelajar. Universiti Putra Malaysia. Azizah Abd Rahman & Rose Alinda Alias, (2000). SERVQUAL Dalam Penilaian Kualiti Servis Sistem Maklumat jabatan Sistem Maklumat, Fakulti Sains Komputer & Sistem Maklumat, Universiti Teknologi Malaysia. Crosby, P. B. (1979). Quality Is Free, McGraw-Hill, New York. Hair, J. F., Anderson, R. E., Tatham, R. L. dan Black, W. C. (1998). Multivariate Data Analysis. 5th Ed. Prentice Hall: USA. Haliyana Tonot & Atiah Ibrahim, (2014). Penilaian Kualiti Perkhidmatan Di One Stop Center (OSC) Kolej Universiti Islam Antarabangsa Selangor (Kuis): Satu Kajian Rintis. Hamidah Abdul Rahman et al, (t.t). Tahap Kualiti Pendidikan Tinggi Dari Perspektif Pelajar. Universiti Teknologi Malaysia. Jabatan Hal Ehwal Akademik (2015), Statistik Keseluruhan Pelajar KUIN 2015. Jabatan Pendaftar (2013), Buku Panduan INSANIAH. Kotler, Keller, Ang, leong dan Tan (2013). Marketing management an Asian perspective. (6th Ed.) Singapore Hall. Krejcie, R. V., and Morgan, D. W. (1970). Determining sample for research Activities. Educational and Psychological Measurement, 30, 607-610. Ku Ahmisuhaiti & Hyrida (T.T) Perkhidmatan Perpustakaan Politeknik Port Dickson: Tinjauan Daripada Persepsi Pelajar Jabatan Perdagangan. Politeknik Port Dickson. Liew Chei Siang (2012), Kepuasan Terhadap Program Pengajian Dalam Kalangan Pelajar Antarabangsa Di Malaysia. Mamat, K. (2003). Kualiti Perkhidmatan Perbankan Islam dan Kepuasan Pelanggan. Universiti Utara Malaysia. Mohamad Hanif dan Mawardi (2014) Amalan Pengurusan Kualiti Dan Kepuasan Pelanggan Dalam Sektor Ekopelancongan Berteraskan Kualiti. Mohd Faiz Bin Mat Nasir & Lee Ming Foong, (2011). Kepuasan Pelanggan Terhadap Kualiti Perkhidmatan Di Fakulti Pendidikan Teknikal Dari Aspek Kemudahan Dan Fasiliti. Seminar Pasca Ijazah yang Pertama 2011. Mohd Khalit Othman (2006) Model Pengurusan Kualiti Bagi Perkhidmatan Teknologi Maklumat: Fokus Kepada Bahagian Perkhidmatan Pengguna Sektor Awam. Muhamad Faisal Bahari dan Mohd Rizal Muwazir (t.t), Kualiti Perkhidmatan Menurut Perspektif Islam. Jurnal Pengurusan 28 (2009): 23-43 Nurulhuda Ramli, Chai Siew Fun dan Fazli Idris (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia. Padmakumar, Swapna & Gantasala (2011), Work Environment Service Climate and Customer Satisfaction: Examining Theoretical and Emphirical Connections. International Journal of Business and Social Science, 2(20), 121-137. Parasuraman, A., Zeithmal, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing 49: 41-50. Parasuraman, A, Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40. Roslena Mansor (t.t), Kualiti Perkhidmatan Di Kolej Profesional Mara (KPM) Daripada Perspektif Pelajar Menggunakan Kajian Secara Tinjaun. Kolej Profesional MARA Beranang. Sekaran, U. (2003). Research methods for business: A skill building approach. (4th ed). John Wiley and Sons, Inc. New York. Shemwell, Yayas dan Bilgin (1998), Customer-Service Provider Relationship: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship- Oriented Outcomes. International Journal of Service Industry Management, (92), 155-168. Siti Fatimah (t.t) Tahap Kepuasan Pelajar Terhadap Pengajaran Dan Pembelajaran Sijil Kolej Komuniti (MODULAR) Fesyen & Pakaian Di Kolej Komuniti Selayang Selangor. Tuan Syarifah Atifah et al (t.t) Tahap Kepuasan Pelajar Terhadap Kemudahan Dan Perkhidmatan Prasarana Yang Disediakan Di Politeknik, Banting Selangor Bagi Sesi Disember 2012. Zarina (2013), Hubungan Antara Prinsip Transformasi Perkhidmatan Dan Kualiti Perkhidmatan di Sektor Awam. Tesis Sarjana. Universiti Utara Malaysia (UUM). Zaimah et al, (2014) Tahap Kepuasan Dalam Kalangan Pelajar Pascasiswazah Antarabangsa Terhadap Kualiti Sistem Penyampaian Di Universiti Kebangsaan Malaysia (UKM) Secara Perbandingan Mengikut Jantina Dan Program Pengajian Siswazah. Universiti Kebangsaan Malaysia (UKM). Zulkifli Omar. (2011). Kepuasan Pelajar Terhadap Kualiti Perkhidmatan Jabatan Bendahari, Tesis Sarjana. Universiti Utara Malaysia (UUM).

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