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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HF5001-6182 Business Nurul Hamiza, Hamzah A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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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. |
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Nurul Hamiza, Hamzah |
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Nurul Hamiza, Hamzah |
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A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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A Study Students' Perception Toward the Quality of Services Provided by the Students' Residential Hall, Universiti Utara Malaysia |
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study students' perception toward the quality of services provided by the students' residential hall, universiti utara malaysia |
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Universiti Utara Malaysia |
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College of Business (COB) |
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2009 |
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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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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. 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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. |