The service quality of computer laboratory's facility in FTMSK : student's satisfaction / Mazliani Arsad

Arsad, Mazliani (2006) The service quality of computer laboratory's facility in FTMSK : student's satisfaction / Mazliani Arsad. Degree thesis, Universiti Teknologi MARA.


This research is conducted in purpose to find out student satisfaction level
towards the quality of computer lab's facility service which provided by FTMSK. The
sample size used in this research is 168 respondents consist of students at all faculties at
city campus. The level of student satisfaction was measured using IFMA Standardized
Users Satisfactory Survey which from model SERVQUAL adaptation. According to the
model, this research analyzes the student satisfaction in using the services of computer
lab's facility according to three dimension which is availability and arrangement of
equipment, size and capacity and safety and cleanliness of computer lab. To fulfill the
specification of goal and objective in the research, data has been analysis through
questionnaires method. The higher mean score for the dimension safety and cleanliness
in lecture room shows the average level only. Beside that, dimension of availability and
arrangement equipment and the size and computer lab capacity dimension also get
average mean score too. On the whole, the result of the study shows that the level of
student satisfaction is moderately satisfied with the service facility of computer lab. As
a conclusion, the FTMSK has to structure an action plan to overcome current problem
and take effective steps in increasing the level of customer satisfaction.


Item Type: Thesis (Degree)
Email / ID Num.
Arsad, Mazliani
Subjects: Q Science > QA Mathematics > Instruments and machines > Electronic Computers. Computer Science
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Computer and Mathematical Sciences
Date: 2006
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