Evaluating the service quality in Faculty of Engineering UTeM

Mohd Ezhar , Amir Razlan Shapawi (2014) Evaluating the service quality in Faculty of Engineering UTeM. Masters thesis, UTeM.

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Abstract

The issue of efficient in higher education service delivery has been the main focus for society. This includes all higher education management system with include the education quality, facility management and human development capital. The functions of higher education become more challenging as the environment rapidly changes. This has resulted the need for height education to provide high and good quality service to the society. Service quality is an abstract and elusive notion due to its characteristics; intangibility, heterogeneity and inseparability between process and output hence, the difficulty to measure and evaluate the standard of Service Quality. Currently, several models have been developed to evaluate Service Quality. The models, however, merely heavily based on current performance of services and lack consideration of customer satisfaction which is the fundamental criteria in evaluating Service Quality. This study, therefore, seeks to address this problem by using an instrument called SERVQUAL. Accordingly, in this study the Universiti Teknikal Malaysia Melaka (UTeM) was undertaken as the case study. The primary phase was divide by two, data collection and data analysis. Phase one, adopted quantitative approach to analysis data collection for all height education service that UTeM provide with nine element of SERVQUAL. The findings illustrated that all nine element from the SERVQUAL was in moderate satisfaction and moderate quality level. ln phase two, the measurement of Service Quality was carried out based on quantitative approach . It involved analysis data collection in every each of nine higher education service that UTeM provide with nine dimension of SERVQUAL. The findings illustrated that most of the service was in moderate satisfaction and moderate quality level. SERVQUAL instrument which was developed by way of empirical basis, is able to evaluate Service Quality in complex height education service environment. It also serves as an essential instrument for policy fo1mulation and future planning of an organization.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Quality function deployment,Customer services -- Quality control
Subjects: T Technology > TS Manufactures
Divisions: Library > Tesis > FKM
Depositing User: Norziyana Hanipah
Date Deposited: 14 Jul 2015 01:25
Last Modified: 14 Jul 2015 01:25
URI: http://eprints.utem.edu.my/id/eprint/14713
Statistic Details: View Download Statistic

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