Cover Image

Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad

As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in vari...

Full description

Saved in:
Bibliographic Details
Main Authors: Jalasi, Azrin, Salsidu, Hady Fairuz, Mohamad, Nur Izany
Format: Thesis
Language:English
Published: 2014
Subjects:
Group work in education
Online Access:https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf
https://ir.uitm.edu.my/id/eprint/92733/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.92733
record_format eprints
spelling my.uitm.ir.927332024-03-20T15:57:46Z https://ir.uitm.edu.my/id/eprint/92733/ Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad Jalasi, Azrin Salsidu, Hady Fairuz Mohamad, Nur Izany Group work in education As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in various industries outside and inside of Malaysia. However, despite the importance of polytechnic in the nation development, empirical research on service quality in Malaysian polytechnic sector has been limited. Recently, the number of new students enrolled in the Malaysian polytechnic has decreased rapidly and the service quality performance was suspected as the main cause of this problem. Therefore, this study aims to identify specific service quality dimensions for polytechnic, to assess the relationship between service quality and customer's satisfaction in polytechnic, to determine the effect of service quality towards customers' satisfaction in polytechnic and lastly but not least to propose a comprehensive action plan for an excellent service quality delivery in Malaysian polytechnic. A sample of 388 students in Malaysian polytechnic has participated in this research. In this study, it has been confirmed that service quality dimensions namely non-academic aspects, academic aspects, reputation, accessibility and program issues have a significant and positive relationship with the student's satisfaction in Malaysian polytechnic. 2014 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad. (2014) Masters thesis, thesis, Universiti Teknologi MARA, Sabah.
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 Group work in education
spellingShingle Group work in education
Jalasi, Azrin
Salsidu, Hady Fairuz
Mohamad, Nur Izany
Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
description As a Technical Education and Vocational Training ( TVET ) institution, polytechnic plays a vital role in developing the socio-economic of the nation. After more than 45 years of operation, Malaysian polytechnic has produced more than 350,000 semi-professionals workforce and middle executives in various industries outside and inside of Malaysia. However, despite the importance of polytechnic in the nation development, empirical research on service quality in Malaysian polytechnic sector has been limited. Recently, the number of new students enrolled in the Malaysian polytechnic has decreased rapidly and the service quality performance was suspected as the main cause of this problem. Therefore, this study aims to identify specific service quality dimensions for polytechnic, to assess the relationship between service quality and customer's satisfaction in polytechnic, to determine the effect of service quality towards customers' satisfaction in polytechnic and lastly but not least to propose a comprehensive action plan for an excellent service quality delivery in Malaysian polytechnic. A sample of 388 students in Malaysian polytechnic has participated in this research. In this study, it has been confirmed that service quality dimensions namely non-academic aspects, academic aspects, reputation, accessibility and program issues have a significant and positive relationship with the student's satisfaction in Malaysian polytechnic.
format Thesis
author Jalasi, Azrin
Salsidu, Hady Fairuz
Mohamad, Nur Izany
author_facet Jalasi, Azrin
Salsidu, Hady Fairuz
Mohamad, Nur Izany
author_sort Jalasi, Azrin
title Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_short Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_full Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_fullStr Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_full_unstemmed Developing a comprehensive action plan for excellent service quality delivery in Malaysian Polytechnic / Azrin Jalasi, Hady Fairuz Salsidu and Nur Izany Mohamad
title_sort developing a comprehensive action plan for excellent service quality delivery in malaysian polytechnic / azrin jalasi, hady fairuz salsidu and nur izany mohamad
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/92733/1/92733.pdf
https://ir.uitm.edu.my/id/eprint/92733/
_version_ 1794641519614885888
score 13.211869

Similar Items