Student satisfaction on service quality: a study at Malaysian public university
Students will engage in informal learning outside the lecture hall in addition to the formal learning. The Universiti Tun Hussein Onn Malaysia (UTHM) Centre’s for General Studies and Co-curriculum (PPUK) is a division that provides services focused on activities outside the lecture hall. Issues,...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
ANP
2022
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/7186/1/J14025_347a7f676f935a625eecc409ec4458b8.pdf http://eprints.uthm.edu.my/7186/ https://doi.org/10.53797/anp.jssh.v3i1.5.2022 |
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| Summary: | Students will engage in informal learning outside the lecture hall in addition to the formal learning. The
Universiti Tun Hussein Onn Malaysia (UTHM) Centre’s for General Studies and Co-curriculum (PPUK) is a division
that provides services focused on activities outside the lecture hall. Issues, particularly student satisfaction, become
a critical concern for PPUK management as a result of these actions. The crucial element is determining the level of
student satisfaction with PPUK's services where students have difficulty carrying out activities outside the lecture
hall due to problems with the quality of services supplied by PPUK involving Credited Co-Curricular Courses (KKB)
that the university has scheduled. As a result, if the services provided are unsatisfactory, which will have an indirect
negative impact on the student's satisfaction as a student. The purpose of this study was to determine students'
perceptions of satisfaction with the services provided by PPUK, UTHM based on the SERVQUAL Model's five
dimensions (physical evidence, responsive, empathy, guarantee, and trustworthiness). The study is designed in the
form of a survey, with data collected via a questionnaire. The researcher focused on UTHM students who registered
for KKB in the second semester for this study. To answer the research questions, the data were analysed using the
Statistical Package for the Social Sciences (SPSS) software to measure the frequency, mean score, t-test, and
correlation of each element. Overall, the results show that students are extremely satisfied with the services provided
by the PPUK UTHM. Other inferential and regression analyses will be investigated further and improved to the
PPUK curriculum. |
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