Basri Affandi, Nur Atiqah and Mohd Asaad, Mohd Norhasni (2020) The relationship between service quality and students’ satisfaction: A study at UUM U-Assist. Symposium on Technology Management and Logistics (STML Go Green) 2019: Operations Management, Volume 1, 1 (41). pp. 139-141. ISSN eISBN 978-967-2296-23-4

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Abstract

The main purpose of this study is to investigate the relationship between service quality and students’ satisfaction at UUM U-Assist. Students’ satisfaction assessment is vital in determining service quality at UUM U-Assist. The study found significant relationship between the five dimensions of service quality those are reliability, responsiveness, assurance, empathy and tangible) or SERVQUAL and students’ satisfaction. Such findings should help U-Assist make better strategic plan to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated that all five dimensions of service quality were correlated with students’ satisfaction.

Item Type:	Article
Uncontrolled Keywords:	Service quality, SERVQUAL, students’ satisfaction, performance
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:	05 Dec 2021 02:35
Last Modified:	05 Dec 2021 02:35
URI:	https://repo.uum.edu.my/id/eprint/28443

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