Relationship between service quality in cleaning service and customer satisfaction among degree students in UiTM Kota Samarahan / Lenna Tinggi

• Main Author: Tinggi, Lenna
• Format: Student Project
• Language: English
• Published: 2014
• Subjects: Service industries; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/77694/1/77694.pdf; https://ir.uitm.edu.my/id/eprint/77694/

In this study, perception of service quality and impact on satisfaction were consumed through a research where students using cleaning service within the university campus were selected on the sample. In the study, a survey questionnaire was used as the data collection technique and Parasuraman (1988) scale, which was developed to measure service quality in cleaning service, was used for creating survey form. In the methodology, correlation analysis, mean analysis, and multiple regressions were performed on 150 valid cases. Mulptiple regression analysis was applied to four dimensions of SERVQUAL (reliability, responsiveness, cleaning quality and assurance) that were determined as a result of reliability analysis and it was found that these dimensions affect satisfaction positively in general and at the level of 74%. Among the service quality dimensions, it was determined that responsiveness did not have significant effect on satisfaction. It was concluded that cleaning quality had a higher impact on satisfaction than other dimensions.