UUM Repository | Universiti Utara Malaysian Institutional Repository
FAQs | Feedback | Search Tips | Sitemap

Determining world class university from the evaluation of service quality and students satisfaction level

Zakaria, Zainuddin and Ahmad, Arman (2007) Determining world class university from the evaluation of service quality and students satisfaction level. In: The 5th ASEAN Symposium on Educational Management and Leadership (ASEMAL 5), 18-19 August 2007, Legend Hotel, Kuala Lumpur. (Unpublished)

[img] PDF
Download (299kB)


This paper aims to investigate the characteristics of high service quality and its relationship in determining UiTM’s Terengganu ability to provide a high student’s satisfaction level that may represents a world class university from the student’s perspective. More than 100 questionnaires were distributed to final year students from the Bachelors of Business Administration at UiTM Terengganu. Questionnaires were distributed to students who were attending a research methodology workshop. The questionnaires were used to measure the physical facilities, reliability, responsiveness, assurance, empathy and the learning outcome between what students expect and their actual experience. Furthermore, the student’s satisfaction level on the quality of the lecturers, physical facilities, the learning outcome and their demographic profiles were also evaluated. Result indicated that the student’s are satisfied with the quality of the lecturers, physical facilities and the learning outcome. However there are elements in the service delivery that need to be improved as indicated by gap between what the student’s expected and their actual experience.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Jointly organized by Faculty of Cognitive Sciences and Education, Universiti Utara Malaysia and Ministry of Education Malaysia
Subjects: L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: College of Arts and Sciences
Depositing User: Mrs. Juwita Johari
Date Deposited: 30 Nov 2010 07:43
Last Modified: 30 Nov 2010 07:43
URI: http://repo.uum.edu.my/id/eprint/1663

Actions (login required)

View Item View Item