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An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure

It is indeed a challenging undertaking for the key players of Malaysian National Youth Skills Training Institutes (IKBNs, in Malay) to decide the finest possible strategies that could significantly enhance their students’ satisfaction over their services. It involves the consideration of various ser...

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Main Authors: Anath Rau Krishnan,, Maznah Mat Kasim,, Suddin Lada,, Minah Japang,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2021
Online Access:http://journalarticle.ukm.my/17827/1/jqma-17-1-paper1.pdf
http://journalarticle.ukm.my/17827/
https://www.ukm.my/jqma/jqma17-1/
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spelling my-ukm.journal.178272022-01-07T00:23:49Z http://journalarticle.ukm.my/17827/ An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure Anath Rau Krishnan, Maznah Mat Kasim, Suddin Lada, Minah Japang, It is indeed a challenging undertaking for the key players of Malaysian National Youth Skills Training Institutes (IKBNs, in Malay) to decide the finest possible strategies that could significantly enhance their students’ satisfaction over their services. It involves the consideration of various service attributes that naturally carry diverse priorities. Therefore, this study aimed at recommending some efficient strategies to improve student satisfaction in IKBNs by systematically uncovering the relative priorities of service dimensions. In this study, we carried out a Delphi survey involving a group of experts to validate the list of service attributes elicited from past literature. A questionnaire, which was designed based on the finalised 41 attributes, was then used to gather the necessary data from a sample of 636 IKBN students. With the help of factor analysis, these 41 attributes were then grouped into nine independent dimensions. Further analysis using the group-based compromised analytical hierarchy process (C-AHP) has identified training tools, training delivery, tangible amenities, student-centred management, and training instructors as the five most salient dimensions of student satisfaction. trastudy could enable the IKBNs to manage their resource better when improving their services. From the management science perspective, this study has contributed a new hybrid multi-attribute decision-making procedure combining Delphi survey, factor analysis, and group C-AHP. The procedure is appropriate for dealing with any complex decision problems that entail a large set of evaluation attributes. Penerbit Universiti Kebangsaan Malaysia 2021 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/17827/1/jqma-17-1-paper1.pdf Anath Rau Krishnan, and Maznah Mat Kasim, and Suddin Lada, and Minah Japang, (2021) An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure. Journal of Quality Measurement and Analysis, 17 (1). pp. 1-17. ISSN 1823-5670 https://www.ukm.my/jqma/jqma17-1/
institution Universiti Kebangsaan Malaysia
building Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description It is indeed a challenging undertaking for the key players of Malaysian National Youth Skills Training Institutes (IKBNs, in Malay) to decide the finest possible strategies that could significantly enhance their students’ satisfaction over their services. It involves the consideration of various service attributes that naturally carry diverse priorities. Therefore, this study aimed at recommending some efficient strategies to improve student satisfaction in IKBNs by systematically uncovering the relative priorities of service dimensions. In this study, we carried out a Delphi survey involving a group of experts to validate the list of service attributes elicited from past literature. A questionnaire, which was designed based on the finalised 41 attributes, was then used to gather the necessary data from a sample of 636 IKBN students. With the help of factor analysis, these 41 attributes were then grouped into nine independent dimensions. Further analysis using the group-based compromised analytical hierarchy process (C-AHP) has identified training tools, training delivery, tangible amenities, student-centred management, and training instructors as the five most salient dimensions of student satisfaction. trastudy could enable the IKBNs to manage their resource better when improving their services. From the management science perspective, this study has contributed a new hybrid multi-attribute decision-making procedure combining Delphi survey, factor analysis, and group C-AHP. The procedure is appropriate for dealing with any complex decision problems that entail a large set of evaluation attributes.
format Article
author Anath Rau Krishnan,
Maznah Mat Kasim,
Suddin Lada,
Minah Japang,
spellingShingle Anath Rau Krishnan,
Maznah Mat Kasim,
Suddin Lada,
Minah Japang,
An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
author_facet Anath Rau Krishnan,
Maznah Mat Kasim,
Suddin Lada,
Minah Japang,
author_sort Anath Rau Krishnan,
title An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
title_short An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
title_full An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
title_fullStr An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
title_full_unstemmed An analysis on the service dimensions of National Youth Skills Training Institutes via an integrated multi-attribute decision-making procedure
title_sort analysis on the service dimensions of national youth skills training institutes via an integrated multi-attribute decision-making procedure
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2021
url http://journalarticle.ukm.my/17827/1/jqma-17-1-paper1.pdf
http://journalarticle.ukm.my/17827/
https://www.ukm.my/jqma/jqma17-1/
_version_ 1724074613340635136
score 13.211869

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