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The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. Th...

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Main Authors: Abd Rahim, Anis Syamimi, Mohd Asaad, Mohd Norhasni
Format: Article
Language:English
Published: UUM Press 2018
Subjects:
T Technology (General)
Online Access:https://repo.uum.edu.my/id/eprint/29505/1/JTOM%2013%2002%202018%2067-77.pdf
https://doi.org/10.32890/jtom2018.13.2.7
https://repo.uum.edu.my/id/eprint/29505/
https://e-journal.uum.edu.my/index.php/jtom/article/view/jtom2018.13.2.7
https://doi.org/10.32890/jtom2018.13.2.7
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spelling my.uum.repo.295052023-06-01T09:50:35Z https://repo.uum.edu.my/id/eprint/29505/ The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM) Abd Rahim, Anis Syamimi Mohd Asaad, Mohd Norhasni T Technology (General) The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM. Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness. Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services. UUM Press 2018 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/29505/1/JTOM%2013%2002%202018%2067-77.pdf Abd Rahim, Anis Syamimi and Mohd Asaad, Mohd Norhasni (2018) The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM). Journal of Technology and Operations Management (JTOM), 13 (2). pp. 67-77. ISSN 2590-4175 (Online) https://e-journal.uum.edu.my/index.php/jtom/article/view/jtom2018.13.2.7 https://doi.org/10.32890/jtom2018.13.2.7 https://doi.org/10.32890/jtom2018.13.2.7
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Abd Rahim, Anis Syamimi
Mohd Asaad, Mohd Norhasni
The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
description The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM. Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness. Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.
format Article
author Abd Rahim, Anis Syamimi
Mohd Asaad, Mohd Norhasni
author_facet Abd Rahim, Anis Syamimi
Mohd Asaad, Mohd Norhasni
author_sort Abd Rahim, Anis Syamimi
title The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
title_short The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
title_full The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
title_fullStr The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
title_full_unstemmed The Implementation of ISO 9001:2015 To Improve Quality of Service at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia (UUM)
title_sort implementation of iso 9001:2015 to improve quality of service at pusat kesihatan universiti (pku), universiti utara malaysia (uum)
publisher UUM Press
publishDate 2018
url https://repo.uum.edu.my/id/eprint/29505/1/JTOM%2013%2002%202018%2067-77.pdf
https://doi.org/10.32890/jtom2018.13.2.7
https://repo.uum.edu.my/id/eprint/29505/
https://e-journal.uum.edu.my/index.php/jtom/article/view/jtom2018.13.2.7
https://doi.org/10.32890/jtom2018.13.2.7
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score 13.211869

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