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Sustainability improvement of public toilets at Teluk Kemang, Malaysia

It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and meas...

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Main Author: Kobalu, Rajendran
Format: Thesis
Language:English
Published: 2018
Online Access:http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf
http://psasir.upm.edu.my/id/eprint/76288/
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spelling my.upm.eprints.762882019-12-04T04:05:48Z http://psasir.upm.edu.my/id/eprint/76288/ Sustainability improvement of public toilets at Teluk Kemang, Malaysia Kobalu, Rajendran It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and measures their “satisfaction gap.” A total of 599 patrons were involved in this study which was carried out in Teluk Kemang beaches along Port Dickson coastline, Strait of Malacca (Malaysia). A modified SERVQUAL 26-item instrument was used to assess patrons’ expectations before and their perceptions after using public toilets facilities provided in the area. SERVQUAL is made up of five dimensions which are Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study utilised standardised self-completion questionnaire where convenience sampling method was utilised. The “satisfaction gap” was then measured. The results showed that monthly income, gender, age group and educational level were significantly associated (p<0.05) with overall satisfaction of the respondents. There was a significant difference between the satisfactions towards service provided (p < 0.001) with regard to all of the SERVQUAL dimensions. The most significant factors of service quality were gender, monthly income, responsiveness, reliability, tangible and assurance. In conclusion, service providers should give emphasis to the patron’s individual attention and emotional aspects of care since this dimension are very important in measuring service quality. 2018-03 Thesis NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf Kobalu, Rajendran (2018) Sustainability improvement of public toilets at Teluk Kemang, Malaysia. Masters thesis, Universiti Putra Malaysia.
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and measures their “satisfaction gap.” A total of 599 patrons were involved in this study which was carried out in Teluk Kemang beaches along Port Dickson coastline, Strait of Malacca (Malaysia). A modified SERVQUAL 26-item instrument was used to assess patrons’ expectations before and their perceptions after using public toilets facilities provided in the area. SERVQUAL is made up of five dimensions which are Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study utilised standardised self-completion questionnaire where convenience sampling method was utilised. The “satisfaction gap” was then measured. The results showed that monthly income, gender, age group and educational level were significantly associated (p<0.05) with overall satisfaction of the respondents. There was a significant difference between the satisfactions towards service provided (p < 0.001) with regard to all of the SERVQUAL dimensions. The most significant factors of service quality were gender, monthly income, responsiveness, reliability, tangible and assurance. In conclusion, service providers should give emphasis to the patron’s individual attention and emotional aspects of care since this dimension are very important in measuring service quality.
format Thesis
author Kobalu, Rajendran
spellingShingle Kobalu, Rajendran
Sustainability improvement of public toilets at Teluk Kemang, Malaysia
author_facet Kobalu, Rajendran
author_sort Kobalu, Rajendran
title Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_short Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_full Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_fullStr Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_full_unstemmed Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_sort sustainability improvement of public toilets at teluk kemang, malaysia
publishDate 2018
url http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf
http://psasir.upm.edu.my/id/eprint/76288/
_version_ 1654961603089530880
score 13.211869

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