A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia

Quality is an ongoing process of building and sustaining relationships by assessing,anticipating and fulfilling stated and implies needs. Quality is one of the core functions for service organizations. Customers’ satisfaction is depending on the service quality that they received from the service p...

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Main Author:	Nurul Hamiza, Hamzah
Format:	Thesis
Language:	eng eng
Published:	2009
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/1763/1/Nurul_Hamiza_Binti_Hamzah.pdf https://etd.uum.edu.my/1763/2/1.Nurul_Hamiza_Binti_Hamzah.pdf
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id	my-uum-etd.1763
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Nurul Hamiza, Hamzah A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
description	Quality is an ongoing process of building and sustaining relationships by assessing,anticipating and fulfilling stated and implies needs. Quality is one of the core functions for service organizations. Customers’ satisfaction is depending on the service quality that they received from the service provider. Poor service quality will lead to bad impressions to the organization itself. It also will reduce the popularity to the organization. Besides that, it will give a bad image and low reputation to the organization in long term. The main purpose of this study is to determine Students’ Perception towards Service Quality of Students’ Residential Hall,College of Business, Universiti Utara Malaysia. Ninety six respondents participated in this survey. Questionnaires were distributed to eight UUM Residential Halls. The findings showed that “Tangible” has been identified as the most important indicator of good service quality as compared to other four (4) dimensions; reliability, responsiveness, assurance and empathy.Based on the regression analysis, results showed that only “assurance” dimension showed a significant relationship towards the perception of students on the total services provided by the Residential Halls. This indicates that students need knowledgeable and courteous staff to deal with them. Some recommendations for future studies are also discussed. It is hope that the outcome of this study can be a benchmark for the management to improve their quality of services that are provided to the students.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Nurul Hamiza, Hamzah
author_facet	Nurul Hamiza, Hamzah
author_sort	Nurul Hamiza, Hamzah
title	A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
title_short	A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
title_full	A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
title_fullStr	A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
title_full_unstemmed	A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia
title_sort	study students' perception toward the quality of services provided by the students' residential hall, universiti utara malaysia
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2009
url	https://etd.uum.edu.my/1763/1/Nurul_Hamiza_Binti_Hamzah.pdf https://etd.uum.edu.my/1763/2/1.Nurul_Hamiza_Binti_Hamzah.pdf
_version_	1747827200895221760
spelling	my-uum-etd.17632013-07-24T12:13:04Z A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia 2009 Nurul Hamiza, Hamzah College of Business (COB) College of Business HF5001-6182 Business Quality is an ongoing process of building and sustaining relationships by assessing,anticipating and fulfilling stated and implies needs. Quality is one of the core functions for service organizations. Customers’ satisfaction is depending on the service quality that they received from the service provider. Poor service quality will lead to bad impressions to the organization itself. It also will reduce the popularity to the organization. Besides that, it will give a bad image and low reputation to the organization in long term. The main purpose of this study is to determine Students’ Perception towards Service Quality of Students’ Residential Hall,College of Business, Universiti Utara Malaysia. Ninety six respondents participated in this survey. Questionnaires were distributed to eight UUM Residential Halls. The findings showed that “Tangible” has been identified as the most important indicator of good service quality as compared to other four (4) dimensions; reliability, responsiveness, assurance and empathy.Based on the regression analysis, results showed that only “assurance” dimension showed a significant relationship towards the perception of students on the total services provided by the Residential Halls. This indicates that students need knowledgeable and courteous staff to deal with them. Some recommendations for future studies are also discussed. It is hope that the outcome of this study can be a benchmark for the management to improve their quality of services that are provided to the students. 2009 Thesis https://etd.uum.edu.my/1763/ https://etd.uum.edu.my/1763/1/Nurul_Hamiza_Binti_Hamzah.pdf application/pdf eng validuser https://etd.uum.edu.my/1763/2/1.Nurul_Hamiza_Binti_Hamzah.pdf application/pdf eng public masters masters Universiti Utara Malaysia Bateson, (1985). Management Service Marketing: Text and Reading, 3rd ed. Orlando. The Dryen Press.Berry, L.L, Zeithaml, V.A, and Parasuraman, A. (1990). Five Imperatives for Improving Service Quality. Sloan Management Review. Vol. 29, 29-38.Curry and Sinclair, E. (1992). Assessing the Quality of Physiotherapy Services Using SERVQUAL. International Journal Healthcare Quality Assurance. Vol. 15 No.5, 197-205.Denton, K. (1989). Quality Service. Gulf Publishing Co. USA.Didomenico, E. and Bonnici, J. (1996, Spring). Assessing Service Quality within the Educational Environment. Education. Vol. 116 No. 3, 353-359. 43 Frost, F.A. and Kumar, M. (2000). INTERSERVQUAL- An International Adaption of the Gap Model in A Large Service of Organization. Journal of Services Marketing. Vol. 14 No. 5, 358-377.Garvin, D.A. (1983). Managing Quality. The Strategic and Competitive Edge. New York: Free Press. Hendershott, A., Wright, S., and Henderson, D. (1992). Quality of Life Correlates for University Student. NASPA Journal, 30 (I): 10-19.Joseph, M. and Joseph, B (1997). Service Quality in Education: A Student Perspective. Quality Assurance in Education. Vol. 5, No.1, 15-21.Leonard L. Berry, A. Parasuraman, and A. Zeithaml (1998). The Service Quality Puzzle.Business Horizon. 35-43. Leonard L. Berry, Zeithaml. A, & Berry, L.l (Summer 1990). Five Imperatives for Improving Service Quality. Sloan Management Review.44 Mary Jo Bitner, Valarie A. Zeithaml. (2000) Customer Contributions Roles in Service Delivery. International Journal of Service Industry Management. Vol.8, No. 3, 193-205.Oldfield, B.M and Baron, S. (2000). Student Perception of Service Quality in UK University Business and Management Faculty. Quality Assurance in Education. Vol. 8, No.2, 41-50.Oliver, Richard L; Rust, Roland T. Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing, Vol. 73(3), pg. 311-336.Parasuraman (1985). Problems and Strategies in Service Marketing. Journal of Marketing. Vol.49, 33-46. Parasuraman, A., Zeithaml, A. & Berry, L.l (1985). A Conceptual Model of Service Quality and It’s Implication for Future Research. Journal of Marketing. Vol. 49, No. 31, 41-50.Parasuraman, A., Zeithaml, V.A and Berry L.L (1998). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Quality. Journal of Retailing. Vol. 64, No. 1, 12-40.45 Pariseau, S.E and McDaniel, J.R (1997). Assessing Service Quality in School of Business. International Journal of Quality & Reliability Management. 14 (3): 64-218.Sasser (1982). Management of Service Operations. Text and Cases Boston: Ally and Bacon. Smith, R. Ennew, C. (2001, January). Service Quality and Its Impact on Word of Mouth Communication in Higher Learning [online]. Available:http://www.unim.nothing.ac.uk/dbm/papers/2001-01.pdf (2002, Sept, 15).Wisniewski, M (2001). Using SERVQUAL to Assess Customer Satisfaction with Public Sector Services. Managing Service Quality. 11 (6): 380-388.Zeithaml, V.A., L.L. and Parasuraman, A. (1996, April). The Behavioral Consequences of Service Quality. Journal of Marketing. Vol. 60, 31-46.Zeithmal, Parasuraman, Berry (June 1985). Quality Counts in Services, Too.Business Horizons.44-52.

A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia

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