EVALUATION OF SERVICES QUALITY PERFORMANCES AT STUDENTS AFFAIR CENTER IN UTHM

KHAIRUDIN, RAIHANAH (2017) EVALUATION OF SERVICES QUALITY PERFORMANCES AT STUDENTS AFFAIR CENTER IN UTHM. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Student Affair Center are one of the organization in higher education institution that deal with students most of the time, hence, it is much important for Students Affair Center organizations in any institutions to achieve high level of satisfaction and students requirements and provide good quality of services for the students. Due to the unsatisfied quality reputation on service delivered by the Students Affair Centre in UTHM, this research has been carried out to determine level of quality performance that has been emphasis at Students Affair Center. Based on random sampling, 214 4th year students has been chosen randomly to answer the questionnaires regarding the study. This study measured by using SERVPERF method onto 5 dimension of quality which are reliability, tangible, responsiveness, empathy and assurance. The objectives of the study are (i) to determine the level of services quality performances at Student Affair Center (SAC) in UTHM. (ii) to determine the differences of the students satisfaction on the service quality at Students Affair Center (SAC) based on their demographic factors and lastly (iii) to determine the relationship between quality dimension and students satisfaction towards Students Affair Center (SAC). The outcome shows that the level of services quality performances implemented at Students Affair Center in UTHM are at moderate level and there are significant differences among demographical factor of students and their satisfaction towards Students Affair Center (SAC). Lastly, there are negatively correlated between assurance and students satisfaction due to the value of significant are above 0.05 and other dimension which are empathy, reliability, responsiveness and tangible are all positively correlated with students satisfaction. With the outcome, it is hopeful to help the Students Affair Center organisation in UTHM to improve their performances of service delivered to the students.

Item Type: Thesis (Other)
Subjects: L Education > L Education (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 07 Mar 2018 09:40
Last Modified: 07 Mar 2018 09:40
URI: http://ethesis.uthm.edu.my/id/eprint/304

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