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Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir

This study was carried out to look at the service quality and the achievement of the academic perfomance. A Case study was carried out in two schools which situated in Seberang Prai Utara. The schools were Sekolah Menengah Kebangsaan Agama Al-Irshad and Sekolah Menengah Dato’ Hj. Abdul Kadir. The S...

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Main Author: Zakaria, Muhamad Isa
Format: Thesis
Language:English
English
Published: 1995
Subjects:
LB2801-3095 School administration and organization
Online Access:http://etd.uum.edu.my/769/1/Zakaria_Muhamad_Isa.pdf
http://etd.uum.edu.my/769/2/Zakaria_Muhamad_Isa.pdf
http://etd.uum.edu.my/769/
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spelling my.uum.etd.7692013-07-24T12:08:56Z http://etd.uum.edu.my/769/ Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir Zakaria, Muhamad Isa LB2801-3095 School administration and organization This study was carried out to look at the service quality and the achievement of the academic perfomance. A Case study was carried out in two schools which situated in Seberang Prai Utara. The schools were Sekolah Menengah Kebangsaan Agama Al-Irshad and Sekolah Menengah Dato’ Hj. Abdul Kadir. The SERVQUAL (Parasuraman, Zeithaml and Beny, 1988) instrument had been used in this research to measure the quality of service. There are 5 dimensions in this service quality. The dimensions were as follow; 1. Realibility, 2. Responsiveness 3. Assurance, 4. Emphaty and 5. Tangibles. The academic perfomance was looked through the 1992,1993 and 1994 PMR examination. Questionnaires were divided into three sections. The sections were: A. For student identity, B. For student expectation and C. For student perception. The questionnaires have 22 items to measure the service quality. Scale 1 to 5 was strongly disaggree and 5 strongly agree. The questionnaires were given to the students through their form teacher. 45 minutes was taken by students to answer the questions. The research finding had shown that the services quality of both schools were negative. The Mean scores at Sekolah Menengah Kebangsaan Agama Al-Irshad is as follow; perceptions 3.2, expectations 4.3 and gap between perceptions and expectations -1.1. At Sekolah Menengah Dato’ Hj. Abd Kadir the research findings as follows; students perception 2.9, students expectation 4.3 and gap between perceptions and expectations -1.4. The research has also show that the relationship between services quality and the academic performance were strong. The value of correlations shows 1. This research has met the objectives. This research is important to schools and the department of education to upgrade their quality of service. Quality management also plays an important role to upgrade the quality of educations in our country. 1995 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/769/1/Zakaria_Muhamad_Isa.pdf application/pdf en http://etd.uum.edu.my/769/2/Zakaria_Muhamad_Isa.pdf Zakaria, Muhamad Isa (1995) Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic LB2801-3095 School administration and organization
spellingShingle LB2801-3095 School administration and organization
Zakaria, Muhamad Isa
Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
description This study was carried out to look at the service quality and the achievement of the academic perfomance. A Case study was carried out in two schools which situated in Seberang Prai Utara. The schools were Sekolah Menengah Kebangsaan Agama Al-Irshad and Sekolah Menengah Dato’ Hj. Abdul Kadir. The SERVQUAL (Parasuraman, Zeithaml and Beny, 1988) instrument had been used in this research to measure the quality of service. There are 5 dimensions in this service quality. The dimensions were as follow; 1. Realibility, 2. Responsiveness 3. Assurance, 4. Emphaty and 5. Tangibles. The academic perfomance was looked through the 1992,1993 and 1994 PMR examination. Questionnaires were divided into three sections. The sections were: A. For student identity, B. For student expectation and C. For student perception. The questionnaires have 22 items to measure the service quality. Scale 1 to 5 was strongly disaggree and 5 strongly agree. The questionnaires were given to the students through their form teacher. 45 minutes was taken by students to answer the questions. The research finding had shown that the services quality of both schools were negative. The Mean scores at Sekolah Menengah Kebangsaan Agama Al-Irshad is as follow; perceptions 3.2, expectations 4.3 and gap between perceptions and expectations -1.1. At Sekolah Menengah Dato’ Hj. Abd Kadir the research findings as follows; students perception 2.9, students expectation 4.3 and gap between perceptions and expectations -1.4. The research has also show that the relationship between services quality and the academic performance were strong. The value of correlations shows 1. This research has met the objectives. This research is important to schools and the department of education to upgrade their quality of service. Quality management also plays an important role to upgrade the quality of educations in our country.
format Thesis
author Zakaria, Muhamad Isa
author_facet Zakaria, Muhamad Isa
author_sort Zakaria, Muhamad Isa
title Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
title_short Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
title_full Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
title_fullStr Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
title_full_unstemmed Kualiti Perkhidmatan Dan Pencapaian Prestasi Akademik Pelajar: Kajian Kes Di Sekolah Menengah Kebangsaan Agama Al-Irshad Dan Sekolah Menengah Dato' Hj. Abd Kadir
title_sort kualiti perkhidmatan dan pencapaian prestasi akademik pelajar: kajian kes di sekolah menengah kebangsaan agama al-irshad dan sekolah menengah dato' hj. abd kadir
publishDate 1995
url http://etd.uum.edu.my/769/1/Zakaria_Muhamad_Isa.pdf
http://etd.uum.edu.my/769/2/Zakaria_Muhamad_Isa.pdf
http://etd.uum.edu.my/769/
_version_ 1644276260498571264
score 13.211869

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