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Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN)

Hafisoh, Husin (2015) Kepuasan pelajar antarabangsa terhadap kualiti perkhidmatan kajian kes: Jabatan Hal Ehwal Akademik (HEA), Kolej Universiti Insaniah (KUIN). Masters thesis, Universiti Utara Malaysia.

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Abstract

The higher education market is now internationally recognized method for expanding and upgrading formal education spaces in Malaysia. Malaysia highlight the success of higher education to the world of course highly dependent on the performance of the service delivery system in accordance with the evaluation and respect the views of international students. This study aims to discuss the level of satisfaction among international students on the quality of the delivery system in the Department of Academic Affairs (HEA) at University College Insaniah (KUIN). This study applies the theory of customer satisfaction and service quality theory in conducting a study on the level of satisfaction of international students. A total of 190 students who participated in this study and the questionnaire used as an instrument. Data were analyzed using SPSS software. Service delivery systems have been classified into three components, equipment and facilities, staff and services output or results service. The results of t-test and ANOVA showed that there are differences in the level of satisfaction of gender and period of stay in Malaysia. While test correlation shows the level of satisfaction of international students to the department's service delivery system at HEA, KUIN of the three aspects studied have a high correlation with the level of satisfaction of international students. The implications of this study may provide benefits in terms of theory, methodology, policy and practice to the KUIN in strengthening the quality of its services so that the system can meet the level of student satisfaction.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Student Satisfaction, Quality of Service, Equipment and Facilities Aspect, Staff Aspect, Service Output Aspect.
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Ghazali Shafie Graduate School of Government
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 13 Nov 2017 02:49
Last Modified: 13 Nov 2017 02:49
URI: http://etd.uum.edu.my/id/eprint/6522

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