Service Quality From Syariah and Management Students\' Perspective: A Study in UM.

A.G.A., Ilhaamie, (2009) Service Quality From Syariah and Management Students\' Perspective: A Study in UM. ICHTLE 2009.

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Abstract

<font face="Verdana" size="1"><font face="Verdana" size="1"> <p align="left">Department of Syariah and Management was introduced to the</p> <p align="left">students with Islamic secondary school education background since</p> <p align="left">the year of 1996. Thus, there is a need to evaluate service quality</p> <p align="left">provided by this department as perceived by these students. About</p> <p align="left">108 SERVQUAL questionnaires were distributed to Syariah and</p> <p align="left">Management students in between end of year 2008 to early year</p> <p align="left">2009 to gauge their perceptions of service quality. SERVQUAL</p> <p align="left">(1991) was used in entirety in a two column format as to reduce</p> <p align="left">the length of the questionnaire. However, only 105 of them were</p> <p align="left">returned and usable. This amounted to 97.22% rate of</p> <p align="left">response. After exploratory factor analysis was conducted using</p> <p align="left">varimax rotation, three factors on the basis of eigen value more</p> <p align="left">than one were extracted namely; contact, responsiveness and</p> <p align="left">tangible. Reliability of the instrument is high as cronbach alpha for</p> <p align="left">the three factors are more than 0.7. The students&rsquo; expectations are</p> <p align="left">higher than their perceptions for the three factors. Responsiveness</p> <p align="left">has the highest gap while tangible has the smallest gap. Thus, their</p> <p align="left">expectations were not fulfilled especially in the responsiveness</p> <p align="left">dimension. However, the overall service quality is good</p> <p align="left">(5.41). Majority of the students (56.1%) agreed that service</p> <p align="left">quality is very good. This shows that they are tolerable towards the</p> <p align="left">quality of services rendered. These findings confirm that</p> <p align="left">SERVQUAL is adequate to measure service quality in a higher public</p> <p align="left">education institution. When the students were asked to distribute</p> <p align="left">100 marks across the five dimensions, the most important</p> <p>dimension is assurance.</p> </font></font>

Item Type: Other
Uncontrolled Keywords: Service Quality From Syariah and Management Students\' Perspective: A Study in UM.
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc
Depositing User: MR. ADNAN YAHYA
Date Deposited: 25 Nov 2009
Last Modified: 26 Jul 2011
URI: http://repository.um.edu.my/id/eprint/5684

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