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Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda

Today, service quality is very important to the service provider and the service consumer. They are for the enjoyment of competitive advantages of organizations which shows increasing attention to the quality issue. Service quality is a stable criterion that indicates how the presented services corr...

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Main Authors: Huda, Nurul, Jam, Sang
Format: Student Project
Language:English
Published: 2014
Subjects:
H Social Sciences (General)
Consumer satisfaction
Customer services. Customer relations
Research
Online Access:https://ir.uitm.edu.my/id/eprint/73783/1/73783.pdf
https://ir.uitm.edu.my/id/eprint/73783/
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spelling my.uitm.ir.737832023-02-14T09:06:25Z https://ir.uitm.edu.my/id/eprint/73783/ Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda Huda, Nurul Jam, Sang H Social Sciences (General) Consumer satisfaction Customer services. Customer relations Research Today, service quality is very important to the service provider and the service consumer. They are for the enjoyment of competitive advantages of organizations which shows increasing attention to the quality issue. Service quality is a stable criterion that indicates how the presented services correspond with the clients’ expectations. Customer satisfaction will be affected by a strong form of the nature customer contact and interaction between companies and customers. The study examines the level of students’ satisfaction on service quality provided by Academic Affairs Department of UiTM Sarawak, Samarahan 1 campus. It was also to examine the relationship between students' satisfaction and service quality. Apart from that, it was also to identify the most important service quality variable for students’ satisfaction. Questionnaires were developed for the purpose of the data collection. Out of 278 student’s population, 162 students were involved in this study. The data was analyzed using IBM Statistical Package for Social Science (SSPS) version 20 software. The service quality and students’ satisfaction level was examined and found out to be moderate. Bivariate Pearson Correlation was performed on the data in order to determine whether there is a significant relationship between service quality and students’ satisfaction. The findings shows that they are strong correlated. Among the five variables, empathy is the most important one in determining satisfaction among students despite of all the other variables that was assurance, responsiveness, tangible, and reliability. The researcher recommends that the study could be extended to the Samarahan 2 campus so that the data could represent the whole Academic Affairs Department of UiTM Sarawak, Samarahan Campus. From this study, the findings may be useful for the management of UiTM and other institutions in the market by emphasizing the major elements that affect the satisfaction level among students. Furthermore, the outcomes of this study will assist the management of these institutions in figure out the flaws to be improve on and they could highlighted points that should be maintain in order to become the top service quality provider in the higher learning institution. 2014-07 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/73783/1/73783.pdf Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda. (2014) [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic H Social Sciences (General)
Consumer satisfaction
Customer services. Customer relations
Research
spellingShingle H Social Sciences (General)
Consumer satisfaction
Customer services. Customer relations
Research
Huda, Nurul
Jam, Sang
Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
description Today, service quality is very important to the service provider and the service consumer. They are for the enjoyment of competitive advantages of organizations which shows increasing attention to the quality issue. Service quality is a stable criterion that indicates how the presented services correspond with the clients’ expectations. Customer satisfaction will be affected by a strong form of the nature customer contact and interaction between companies and customers. The study examines the level of students’ satisfaction on service quality provided by Academic Affairs Department of UiTM Sarawak, Samarahan 1 campus. It was also to examine the relationship between students' satisfaction and service quality. Apart from that, it was also to identify the most important service quality variable for students’ satisfaction. Questionnaires were developed for the purpose of the data collection. Out of 278 student’s population, 162 students were involved in this study. The data was analyzed using IBM Statistical Package for Social Science (SSPS) version 20 software. The service quality and students’ satisfaction level was examined and found out to be moderate. Bivariate Pearson Correlation was performed on the data in order to determine whether there is a significant relationship between service quality and students’ satisfaction. The findings shows that they are strong correlated. Among the five variables, empathy is the most important one in determining satisfaction among students despite of all the other variables that was assurance, responsiveness, tangible, and reliability. The researcher recommends that the study could be extended to the Samarahan 2 campus so that the data could represent the whole Academic Affairs Department of UiTM Sarawak, Samarahan Campus. From this study, the findings may be useful for the management of UiTM and other institutions in the market by emphasizing the major elements that affect the satisfaction level among students. Furthermore, the outcomes of this study will assist the management of these institutions in figure out the flaws to be improve on and they could highlighted points that should be maintain in order to become the top service quality provider in the higher learning institution.
format Student Project
author Huda, Nurul
Jam, Sang
author_facet Huda, Nurul
Jam, Sang
author_sort Huda, Nurul
title Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
title_short Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
title_full Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
title_fullStr Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
title_full_unstemmed Students' satisfaction level towards service delivery of Academic Affairs Department, UiTM Sarawak / Nurul Huda
title_sort students' satisfaction level towards service delivery of academic affairs department, uitm sarawak / nurul huda
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/73783/1/73783.pdf
https://ir.uitm.edu.my/id/eprint/73783/
_version_ 1758581733314265088
score 13.211869

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