Ideris, Muhamad Shah Kamal and Lim, Ting Yi and Mohd Rodzi, Safarina and Romle, Abd Rahim and Mohamad Zabri, Mohd Akmal Hakim and Mahamad, Nor Azlindamazlini (2016) Students’ satisfaction on facilities in Universiti Utara Malaysia. World Applied Sciences Journal, 34 (6). pp. 795-800. ISSN 1818-4952

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Abstract

Service quality is one of the most important criteria to measure consumers’ satisfaction.They are not only concerned with how a service is being delivered but also with the quality of output they received.Positive perception on quality of services being delivered occurs when it exceeded customers’ expectation.A review of the literature revealed that the general description of service quality attributes are (a) tangible,(b) reliability, (c) responsiveness, (d) assurance and (e) empathy.For the purpose of indicating student’s satisfaction on the service quality of facilities in UUM, questionnaires have been distributed to students at University Utara Malaysia to explore their perception.Results from the survey were examined to see whether there is any relationship between the five service quality attributes and students’ satisfaction.

Item Type:	Article
Uncontrolled Keywords:	Service Quality; Student Satisfaction
Subjects:	L Education > LG Individual institutions (Asia. Africa)
Divisions:	School of Tourism, Hospitality & Environmental Management
Depositing User:	Mr. Muhamad Shah Kamal Ideris
Date Deposited:	04 Jun 2017 02:58
Last Modified:	04 Jun 2017 02:58
URI:	https://repo.uum.edu.my/id/eprint/22116

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