Bahuridin, Syahidahtul Nadia and Ahmad, Mohd Akhir (2019) Service quality and relationship with UUM students satisfaction: a study at Pizza Hut V-mall UUM. In: Symposium on Technology Management and Logistics (STMLGoGreen), 10 December 2019, Universiti Utara Malaysia. (Unpublished)

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Abstract

The purpose of this study is to observe whether the service quality offered by the Pizza Hut at V-mall UUM meets the UUM student’s satisfaction. There are two main objectives of this study which are to investigate the relationship between service quality and student satisfaction and to identify the most influence service quality variables on student satisfaction. Service quality is consisting of five sub-dimensions: (1) Reliability, (2) Assurance, (3) Tangible, (4) Empathy and (5) Responsiveness. This research was adapting the SERVQUAL dimension. A quantitative approach was used to measure the relationship between the dependent variable and independent variables. The samples in this study were the students from University Utara Malaysia. The data were analyzed by using Statistical Package for Social Sciences (SPSS) software to obtain descriptive statistics.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	eISBN 978-967-2276-24-1 Organized: School of Technology Management & Logistics (STML) Universiti Utara Malaysia
Uncontrolled Keywords:	Service quality, SERVQUAL, student satisfaction, reliability, assurance
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Technology Management & Logistics
Depositing User:	Mrs Nurin Jazlina Hamid
Date Deposited:	04 May 2021 04:24
Last Modified:	04 May 2021 04:24
URI:	https://repo.uum.edu.my/id/eprint/28291

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