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The service quality in higher education: A case of UUM Operations Management students

Shaffie, Fazdila and Liew, Ning Sin and Ismail, Maizurin and Mamat, Nor Amirah and Sabri, Nurul Nadia and Zalazilah, Mohd Hanizan (2017) The service quality in higher education: A case of UUM Operations Management students. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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STML services have been one of the major topics discuss among students in UUM.Due to its importance, a research that investigates the student’s satisfaction on service quality was conducted.In view of the above study, this article highlights outcomes to the following aims: 1) to identifies the level of students’ satisfaction to the performances of services quality provided by STML, 2) to identify the critical factors in service quality dimensions that contributes most to the student satisfaction.The study was conducts using a set of questionnaire to 100 Bachelor Degree of Operations Management from STML. Respondents were divide into two groups which is third year students and fourth year students. The variable used in this research were adopts from Parasuraman using the five dimensions in service quality (Tangibility, Assurance, Reliability, Responsiveness and Empathy).From this research, it was expects that the differences between the demographic attributes of student towards the service quality provided by STML could lead to variation in students’ satisfaction levels.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords: School of Technology Management and Logistics, service quality, students satisfactions
Subjects: L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: School of Technology Management & Logistics
Depositing User: Mr. Mohd Hanizan Zalazilah
Date Deposited: 25 Jul 2017 07:28
Last Modified: 25 Jul 2017 07:28
URI: http://repo.uum.edu.my/id/eprint/22687

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