1.1 and assurance during students academic development process

Topics: BusinessManagement

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Last updated: May 24, 2019

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1             Research background According to Palacio,Meneses and Perez (2002), education is one of long term investment that providea good reward in future. A good and effective education result able to make agood students performance. Students is more brilliant and telented if educationsystem and administration able to provide a hig quality service and effctive onfull filling students education need. Higher education should mantain and haveknowledge on students’expectations, academic preferences and quality perception about the educationalenvironment that desire bystudents. So, by having this infomation higher education authorities shouldconsiderate this aspect on their service quality in order to maximize studentssatisfaction on higher education institution. Quality education and perfectsystem study is essential elemnts be considered b students of higher eduactionin order for them to develope capabalities and good education personalities.

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Rowley (1996) has found that students that studies on the higher education thathas full fill all the essential element found more capable, able to perform andproductive due to better eduactional service quality. In addition, for thestudents able to compete in market student must gain extra potential skill andknowledge which can be develope trough a good service quality aspect ofempathy, ressponsivness and assurance during students academic developmentprocess on higher education. LeBlanc and Nguyen (1997) has conclude that a good administration and managementof higher education found to help students on personalitygrooming.

Therefore,this research will be very useful for the UUM to know the level of studentssatisfaction toward SBM qualityservices among UUM undergraduate students.1.2             Problem statementThe quality servicesoffered by School of Business Management (SBM) should been satisfied towardstudent. According to Moshe Sharabi (2010), by comparing the perceived resultto the expected service and determines his satisfaction with the servicequality. If the perceived service is equal to or higher than his expectations,then the student is satisfied, and can say that there was quality service.

Ifthe perceived result is less than his expectations, there is no service qualityand the student is dissatisfied.There been broadly idea to determine the effectof quality services provided by SBM on student satisfaction. By develop theGaps Model and the SERVQUAL methodology to accurately measure service quality(Parasuraman et al., 1985). 1.

3       Research Questions (RQ) and Research Objectives(RO)Based on theproblem defined, the study is carried out to answer the following researchquestions: 1.      Doestangibility aspect influence significantly SBM services quality on studentsatisfaction among UUM undergraduate student?2.      Doesreliabilityaspect influencesignificantly SBM services quality on student satisfaction among UUMundergraduate student?3.      Doesresponsiveness aspect influencesignificantly SBM services quality on student satisfaction among UUMundergraduate student?4.      Doesempathyaspect influence significantly SBM services quality on studentsatisfaction among UUM undergraduate student?5.      Doesassurance aspect influencesignificantly SBM services quality on student satisfaction among UUMundergraduate student?6.      Doesthe mean difference of student satisfaction toward SBM services quality betweenlocal and international students of UUM undergraduate students?7.

      Doesthe mean difference of studentsatisfaction toward SBM servicequality among ethnicity of UUM undergraduate students? Therefore, thegeneral objective of the study is to examine the relationship between servicequalityof School BusinessManagement and satisfaction on School Business Management service amongstudent. The specific objectives are: 1.       To examine the influence of tangibilityaspect of SBM services quality on student satisfaction among UUM undergraduatestudent.2.       To examine the influence of reliability aspect of SBM servicesquality on student satisfaction among UUM undergraduate student.3.

       To examine the influence of responsiveness aspect of SBM servicesquality on student satisfaction among UUM undergraduate student.4.       To examine the influence ofempathyaspect of SBM services quality on student satisfaction among UUM undergraduatestudent.5.

       To examine the influence ofassurance aspect of SBM services quality onstudent satisfaction among UUM undergraduate student.6.       To examine the mean difference of student satisfactiontoward SBM services qualitybetween local and international students of UUMundergraduate students.7.       Toexamine the mean difference of student satisfaction toward SBMservicequality among ethnicity ofUUM undergraduate students.1.4       Scopeof the study Thestudy focus on examining the satisfaction level towards library service qualityin the aspects of tangibility,reliability,responsiveness, empathyand assurance.

The population under study will be selected among UUM undergraduate students. Therefore,the study findings will be generalized among UUM undergraduate students only.1.5       Relevanceof the study The researchstudy could provide information to satisfaction toward SBM quality services among UUMundergraduate students, particularlyon service quality. This study is important because it is going to measure thelevel of service quality and the level of satisfaction among the students ashave been stressed by Iacobucci, Ostrom and Grayson (1995).

The result from thestudy can be used to give valuable information on the elements and thedimensions, which have been given a priority by students in assessing thequality of services and satisfaction. This bring us to understanding thatstudents will have more opportunity to support their continued enrolment intohigher educational institutions and on how well the educational programs andservices met students’ expectations for services. In addition to that, thisstudy is going to provide the conclusions and some recommendations, which arehoped that it’s going to provide useful information to SBM service quality.

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