Determining world class university from the evaluation of service quality and students satisfaction level
This paper aims to investigate the characteristics of high service quality and its relationship in determining UiTM’s Terengganu ability to provide a high student’s satisfaction level that may represents a world class university from the student’s perspective. More than 100 questionnaires were distr...
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| Format: | Conference or Workshop Item |
| Language: | en |
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2007
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| Online Access: | https://repo.uum.edu.my/id/eprint/1663/1/DETERMINING_WORLD_CLASS_UNIVERSITY.pdf https://repo.uum.edu.my/id/eprint/1663/ |
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| _version_ | 1834412422403719168 |
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| author | Zakaria, Zainuddin Ahmad, Arman |
| author_facet | Zakaria, Zainuddin Ahmad, Arman |
| author_sort | Zakaria, Zainuddin |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | This paper aims to investigate the characteristics of high service quality and its relationship in determining UiTM’s Terengganu ability to provide a high student’s satisfaction level that may represents a world class university from the student’s perspective. More than 100 questionnaires were distributed to final year students from the Bachelors of Business Administration at UiTM Terengganu. Questionnaires were distributed to students who were attending a research methodology workshop. The questionnaires were used to measure the physical facilities, reliability, responsiveness, assurance, empathy and the learning outcome between what students expect and their actual experience. Furthermore, the student’s satisfaction level on the quality of the lecturers, physical facilities, the learning outcome and their demographic profiles were also evaluated. Result indicated that the student’s are satisfied with the quality of the lecturers, physical facilities and the learning outcome. However there are elements in the service delivery that need to be improved as indicated by gap between what the student’s expected and their actual experience. |
| format | Conference or Workshop Item |
| id | my.uum.repo-1663 |
| institution | Universiti Utara Malaysia |
| language | en |
| publishDate | 2007 |
| record_format | eprints |
| spelling | my.uum.repo-16632010-11-30T07:43:58Z https://repo.uum.edu.my/id/eprint/1663/ Determining world class university from the evaluation of service quality and students satisfaction level Zakaria, Zainuddin Ahmad, Arman LB2300 Higher Education This paper aims to investigate the characteristics of high service quality and its relationship in determining UiTM’s Terengganu ability to provide a high student’s satisfaction level that may represents a world class university from the student’s perspective. More than 100 questionnaires were distributed to final year students from the Bachelors of Business Administration at UiTM Terengganu. Questionnaires were distributed to students who were attending a research methodology workshop. The questionnaires were used to measure the physical facilities, reliability, responsiveness, assurance, empathy and the learning outcome between what students expect and their actual experience. Furthermore, the student’s satisfaction level on the quality of the lecturers, physical facilities, the learning outcome and their demographic profiles were also evaluated. Result indicated that the student’s are satisfied with the quality of the lecturers, physical facilities and the learning outcome. However there are elements in the service delivery that need to be improved as indicated by gap between what the student’s expected and their actual experience. 2007 Conference or Workshop Item NonPeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/1663/1/DETERMINING_WORLD_CLASS_UNIVERSITY.pdf Zakaria, Zainuddin and Ahmad, Arman (2007) Determining world class university from the evaluation of service quality and students satisfaction level. In: The 5th ASEAN Symposium on Educational Management and Leadership (ASEMAL 5), 18-19 August 2007, Legend Hotel, Kuala Lumpur. (Unpublished) |
| spellingShingle | LB2300 Higher Education Zakaria, Zainuddin Ahmad, Arman Determining world class university from the evaluation of service quality and students satisfaction level |
| title | Determining world class university from the evaluation of service quality and students satisfaction level |
| title_full | Determining world class university from the evaluation of service quality and students satisfaction level |
| title_fullStr | Determining world class university from the evaluation of service quality and students satisfaction level |
| title_full_unstemmed | Determining world class university from the evaluation of service quality and students satisfaction level |
| title_short | Determining world class university from the evaluation of service quality and students satisfaction level |
| title_sort | determining world class university from the evaluation of service quality and students satisfaction level |
| topic | LB2300 Higher Education |
| url | https://repo.uum.edu.my/id/eprint/1663/1/DETERMINING_WORLD_CLASS_UNIVERSITY.pdf https://repo.uum.edu.my/id/eprint/1663/ |
| url_provider | http://repo.uum.edu.my/ |