Evaluating the service quality in Faculty of Engineering UTeM

The issue of efficient in higher education service delivery has been the main focus for society. This includes all higher education management system with include the education quality, facility management and human development capital. The functions of higher education become more challenging as th...

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Main Author:	Amir Razlan Shapawi, Mohd Ezhar
Format:	Thesis
Language:	English English
Published:	2014
Subjects:	TS Manufactures
Online Access:	http://eprints.utem.edu.my/id/eprint/14713/1/Evaluating%20The%20Service%20Quality%20In%20Faculty%20Of%20Engineering%20UTeM%2024%20pages.pdf http://eprints.utem.edu.my/id/eprint/14713/2/Evaluating%20the%20service%20quality%20in%20Faculty%20of%20Engineering%20UTeM.pdf
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id	my-utem-ep.14713
record_format	uketd_dc
spelling	my-utem-ep.147132022-11-10T11:31:54Z Evaluating the service quality in Faculty of Engineering UTeM 2014 Amir Razlan Shapawi, Mohd Ezhar TS Manufactures The issue of efficient in higher education service delivery has been the main focus for society. This includes all higher education management system with include the education quality, facility management and human development capital. The functions of higher education become more challenging as the environment rapidly changes. This has resulted the need for height education to provide high and good quality service to the society. Service quality is an abstract and elusive notion due to its characteristics; intangibility, heterogeneity and inseparability between process and output hence, the difficulty to measure and evaluate the standard of Service Quality. Currently, several models have been developed to evaluate Service Quality. The models, however, merely heavily based on current performance of services and lack consideration of customer satisfaction which is the fundamental criteria in evaluating Service Quality. This study, therefore, seeks to address this problem by using an instrument called SERVQUAL. Accordingly, in this study the Universiti Teknikal Malaysia Melaka (UTeM) was undertaken as the case study. The primary phase was divide by two, data collection and data analysis. Phase one, adopted quantitative approach to analysis data collection for all height education service that UTeM provide with nine element of SERVQUAL. The findings illustrated that all nine element from the SERVQUAL was in moderate satisfaction and moderate quality level. ln phase two, the measurement of Service Quality was carried out based on quantitative approach. It involved analysis data collection in every each of nine higher education service that UTeM provide with nine dimension of SERVQUAL. The findings illustrated that most of the service was in moderate satisfaction and moderate quality level. SERVQUAL instrument which was developed by way of empirical basis, is able to evaluate Service Quality in complex height education service environment. It also serves as an essential instrument for policy fo1mulation and future planning of an organization. 2014 Thesis http://eprints.utem.edu.my/id/eprint/14713/ http://eprints.utem.edu.my/id/eprint/14713/1/Evaluating%20The%20Service%20Quality%20In%20Faculty%20Of%20Engineering%20UTeM%2024%20pages.pdf text en public http://eprints.utem.edu.my/id/eprint/14713/2/Evaluating%20the%20service%20quality%20in%20Faculty%20of%20Engineering%20UTeM.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=92193 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Manufacturing Engineering Sukarma, Lukman
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
advisor	Sukarma, Lukman
topic	TS Manufactures
spellingShingle	TS Manufactures Amir Razlan Shapawi, Mohd Ezhar Evaluating the service quality in Faculty of Engineering UTeM
description	The issue of efficient in higher education service delivery has been the main focus for society. This includes all higher education management system with include the education quality, facility management and human development capital. The functions of higher education become more challenging as the environment rapidly changes. This has resulted the need for height education to provide high and good quality service to the society. Service quality is an abstract and elusive notion due to its characteristics; intangibility, heterogeneity and inseparability between process and output hence, the difficulty to measure and evaluate the standard of Service Quality. Currently, several models have been developed to evaluate Service Quality. The models, however, merely heavily based on current performance of services and lack consideration of customer satisfaction which is the fundamental criteria in evaluating Service Quality. This study, therefore, seeks to address this problem by using an instrument called SERVQUAL. Accordingly, in this study the Universiti Teknikal Malaysia Melaka (UTeM) was undertaken as the case study. The primary phase was divide by two, data collection and data analysis. Phase one, adopted quantitative approach to analysis data collection for all height education service that UTeM provide with nine element of SERVQUAL. The findings illustrated that all nine element from the SERVQUAL was in moderate satisfaction and moderate quality level. ln phase two, the measurement of Service Quality was carried out based on quantitative approach. It involved analysis data collection in every each of nine higher education service that UTeM provide with nine dimension of SERVQUAL. The findings illustrated that most of the service was in moderate satisfaction and moderate quality level. SERVQUAL instrument which was developed by way of empirical basis, is able to evaluate Service Quality in complex height education service environment. It also serves as an essential instrument for policy fo1mulation and future planning of an organization.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Amir Razlan Shapawi, Mohd Ezhar
author_facet	Amir Razlan Shapawi, Mohd Ezhar
author_sort	Amir Razlan Shapawi, Mohd Ezhar
title	Evaluating the service quality in Faculty of Engineering UTeM
title_short	Evaluating the service quality in Faculty of Engineering UTeM
title_full	Evaluating the service quality in Faculty of Engineering UTeM
title_fullStr	Evaluating the service quality in Faculty of Engineering UTeM
title_full_unstemmed	Evaluating the service quality in Faculty of Engineering UTeM
title_sort	evaluating the service quality in faculty of engineering utem
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Manufacturing Engineering
publishDate	2014
url	http://eprints.utem.edu.my/id/eprint/14713/1/Evaluating%20The%20Service%20Quality%20In%20Faculty%20Of%20Engineering%20UTeM%2024%20pages.pdf http://eprints.utem.edu.my/id/eprint/14713/2/Evaluating%20the%20service%20quality%20in%20Faculty%20of%20Engineering%20UTeM.pdf
_version_	1776103077931122688

Evaluating the service quality in Faculty of Engineering UTeM

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