Quality Assessment Of Education In utem By Using SERVQUAL model

Ab Hamid, Nurhasyimah (2018) Quality Assessment Of Education In utem By Using SERVQUAL model. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Quality assessment is an important thing that will help in increasing the ranking of institutes. The aim is to find the level of customer satisfaction on education quality in UTeM using SERQUAL model. Through this research, quality service was measured by using SERVQUAL model. The survey was carry out through distribute of the questionnaires among UTeM students. There were about 347 useable questionnaires. The respondents were among UTeM students from the first year until the final year. The data were analyzed using descriptive analysis. From the result, it shows that the level of education quality at the satisfactory level. It can be concluded that service quality provided in UTeM have reach satisfaction among students UTeM. The implication of the research is respond from the respondent regarding this matter is needed to help UTeM improve their quality level of education. The future research should used another framework in order measured the quality assessment of service quality provided to their customer. Furthermore, they can use qualitative method in order to collect the data. Through this method, it can help the future researcher to get clear and understanding result for their research.

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