Sustainability improvement of public toilets at Teluk Kemang, Malaysia

It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and meas...

Full description

Saved in:

Bibliographic Details
Main Author:	Kobalu, Rajendran
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Toilet Facilities - Malaysia Sanitation - Malaysia Hygiene
Online Access:	http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-upm-ir.76288
record_format	uketd_dc
spelling	my-upm-ir.762882019-12-04T04:05:48Z Sustainability improvement of public toilets at Teluk Kemang, Malaysia 2018-03 Kobalu, Rajendran It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and measures their “satisfaction gap.” A total of 599 patrons were involved in this study which was carried out in Teluk Kemang beaches along Port Dickson coastline, Strait of Malacca (Malaysia). A modified SERVQUAL 26-item instrument was used to assess patrons’ expectations before and their perceptions after using public toilets facilities provided in the area. SERVQUAL is made up of five dimensions which are Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study utilised standardised self-completion questionnaire where convenience sampling method was utilised. The “satisfaction gap” was then measured. The results showed that monthly income, gender, age group and educational level were significantly associated (p<0.05) with overall satisfaction of the respondents. There was a significant difference between the satisfactions towards service provided (p < 0.001) with regard to all of the SERVQUAL dimensions. The most significant factors of service quality were gender, monthly income, responsiveness, reliability, tangible and assurance. In conclusion, service providers should give emphasis to the patron’s individual attention and emotional aspects of care since this dimension are very important in measuring service quality. Toilet Facilities - Malaysia Sanitation - Malaysia Hygiene 2018-03 Thesis http://psasir.upm.edu.my/id/eprint/76288/ http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf text en public masters Universiti Putra Malaysia Toilet Facilities - Malaysia Sanitation - Malaysia Hygiene
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
topic	Toilet Facilities - Malaysia Sanitation - Malaysia Hygiene
spellingShingle	Toilet Facilities - Malaysia Sanitation - Malaysia Hygiene Kobalu, Rajendran Sustainability improvement of public toilets at Teluk Kemang, Malaysia
description	It is important to maintain public hygiene and sanitation by providing clean public toilets with sufficient water supply in public and tourist spot. Hence, this study is carried out to investigates patrons’ expectations and perceptions of service quality in public toilet facilities provided and measures their “satisfaction gap.” A total of 599 patrons were involved in this study which was carried out in Teluk Kemang beaches along Port Dickson coastline, Strait of Malacca (Malaysia). A modified SERVQUAL 26-item instrument was used to assess patrons’ expectations before and their perceptions after using public toilets facilities provided in the area. SERVQUAL is made up of five dimensions which are Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study utilised standardised self-completion questionnaire where convenience sampling method was utilised. The “satisfaction gap” was then measured. The results showed that monthly income, gender, age group and educational level were significantly associated (p<0.05) with overall satisfaction of the respondents. There was a significant difference between the satisfactions towards service provided (p < 0.001) with regard to all of the SERVQUAL dimensions. The most significant factors of service quality were gender, monthly income, responsiveness, reliability, tangible and assurance. In conclusion, service providers should give emphasis to the patron’s individual attention and emotional aspects of care since this dimension are very important in measuring service quality.
format	Thesis
qualification_level	Master's degree
author	Kobalu, Rajendran
author_facet	Kobalu, Rajendran
author_sort	Kobalu, Rajendran
title	Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_short	Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_full	Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_fullStr	Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_full_unstemmed	Sustainability improvement of public toilets at Teluk Kemang, Malaysia
title_sort	sustainability improvement of public toilets at teluk kemang, malaysia
granting_institution	Universiti Putra Malaysia
publishDate	2018
url	http://psasir.upm.edu.my/id/eprint/76288/1/FPSK%28M%29%202018%2023%20-%20IR.pdf
_version_	1747813149151592448

Sustainability improvement of public toilets at Teluk Kemang, Malaysia

Similar Items