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

• Main Authors: Zakaria, Zainuddin, Ahmad, Arman
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2007
• 主题: LB2300 Higher Education
• 在线阅读: http://repo.uum.edu.my/1663/1/DETERMINING_WORLD_CLASS_UNIVERSITY.pdf; http://repo.uum.edu.my/1663/

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.