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An analysis on the Service Dimensions of National Youth 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
English
Published: Penerbit UKM 2021
Subjects:
HQ793-799.2 Youth. Adolescents. Teenagers
Online Access:https://eprints.ums.edu.my/id/eprint/33593/1/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision%20Making%20Procedure.pdf
https://eprints.ums.edu.my/id/eprint/33593/2/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision-Making%20Procedure%20_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/33593/
https://www.ukm.my/jqma/wp-content/uploads/2021/08/jqma-17-1-paper1.pdf
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spelling my.ums.eprints.335932022-08-02T01:41:06Z https://eprints.ums.edu.my/id/eprint/33593/ An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure Anath Rau Krishnan Maznah Mat Kasim Suddin Lada Minah Japang HQ793-799.2 Youth. Adolescents. Teenagers 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 multiattribute decision-making procedure combining Delphi survey, factor analysis, and group CAHP. The procedure is appropriate for dealing with any complex decision problems that entail a large set of evaluation attributes. Penerbit UKM 2021 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/33593/1/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision%20Making%20Procedure.pdf text en https://eprints.ums.edu.my/id/eprint/33593/2/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision-Making%20Procedure%20_ABSTRACT.pdf Anath Rau Krishnan and Maznah Mat Kasim and Suddin Lada and Minah Japang (2021) An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure. Journal of Quality Measurement and Analysis, 17. pp. 1-17. ISSN 1823-5670 (P-ISSN) , 2600-8602 (E-ISSN) https://www.ukm.my/jqma/wp-content/uploads/2021/08/jqma-17-1-paper1.pdf
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic HQ793-799.2 Youth. Adolescents. Teenagers
spellingShingle HQ793-799.2 Youth. Adolescents. Teenagers
Anath Rau Krishnan
Maznah Mat Kasim
Suddin Lada
Minah Japang
An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
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 multiattribute decision-making procedure combining Delphi survey, factor analysis, and group CAHP. 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
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 Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
title_short An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
title_full An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
title_fullStr An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
title_full_unstemmed An analysis on the Service Dimensions of National Youth Training Institutes via an Integrated Multi-Attribute Decision-Making Procedure
title_sort analysis on the service dimensions of national youth training institutes via an integrated multi-attribute decision-making procedure
publisher Penerbit UKM
publishDate 2021
url https://eprints.ums.edu.my/id/eprint/33593/1/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision%20Making%20Procedure.pdf
https://eprints.ums.edu.my/id/eprint/33593/2/An%20Analysis%20on%20the%20Service%20Dimensions%20of%20National%20Youth%20Training%20Institutes%20via%20an%20Integrated%20Multi-Attribute%20Decision-Making%20Procedure%20_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/33593/
https://www.ukm.my/jqma/wp-content/uploads/2021/08/jqma-17-1-paper1.pdf
_version_ 1760231183626534912
score 13.211869

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