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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: Zakaria, Nur Hamizah, Sulong, Muhammad Suhaimi, Abdul Hamid, Norashikin
Format: Article
Language:English
Published: ANP 2022
Subjects:
T Technology (General)
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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spelling my.uthm.eprints.71862022-06-14T02:15:58Z http://eprints.uthm.edu.my/7186/ Student satisfaction on service quality: a study at Malaysian public university Zakaria, Nur Hamizah Sulong, Muhammad Suhaimi Abdul Hamid, Norashikin T Technology (General) 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. ANP 2022 Article PeerReviewed text en http://eprints.uthm.edu.my/7186/1/J14025_347a7f676f935a625eecc409ec4458b8.pdf Zakaria, Nur Hamizah and Sulong, Muhammad Suhaimi and Abdul Hamid, Norashikin (2022) Student satisfaction on service quality: a study at Malaysian public university. ANP JOURNAL OF SOCIAL SCIENCE AND HUMANITIES, 3 (1). pp. 33-41. ISSN 2773-482x https://doi.org/10.53797/anp.jssh.v3i1.5.2022
institution Universiti Tun Hussein Onn Malaysia
building UTHM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tun Hussein Onn Malaysia
content_source UTHM Institutional Repository
url_provider http://eprints.uthm.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Zakaria, Nur Hamizah
Sulong, Muhammad Suhaimi
Abdul Hamid, Norashikin
Student satisfaction on service quality: a study at Malaysian public university
description 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.
format Article
author Zakaria, Nur Hamizah
Sulong, Muhammad Suhaimi
Abdul Hamid, Norashikin
author_facet Zakaria, Nur Hamizah
Sulong, Muhammad Suhaimi
Abdul Hamid, Norashikin
author_sort Zakaria, Nur Hamizah
title Student satisfaction on service quality: a study at Malaysian public university
title_short Student satisfaction on service quality: a study at Malaysian public university
title_full Student satisfaction on service quality: a study at Malaysian public university
title_fullStr Student satisfaction on service quality: a study at Malaysian public university
title_full_unstemmed Student satisfaction on service quality: a study at Malaysian public university
title_sort student satisfaction on service quality: a study at malaysian public university
publisher ANP
publishDate 2022
url 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
_version_ 1738581587462717440
score 13.211869

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