Quality performance of Universiti Teknologi Mara Sarawak 2006 / Iris Syawe Seh Ling ...[et al.]

Syawe, Seh Ling and Hamali, Jamil and Lee, Beng Yong and Sarkawi, Adib (2008) Quality performance of Universiti Teknologi Mara Sarawak 2006 / Iris Syawe Seh Ling ...[et al.]. [Research Reports] (Unpublished)


This project is an effort for continuous monitoring on quality performance of Universiti Teknologi MARA (UiTM) Sarawak based on the recommendations of the 2004 study. The project measured the quality index on the standard of services rendered to staff and students in the form of QMeasure Index on customer satisfaction. The first part of the project was undertaken by conducting questionnaire
surveys on students and staff. The questionnaires for students and staff used in 2004 study were updated to overcome the limitations of that study. A total of 1,765
students and 449 staff responded. In the second part of the project, the QMeasure Instrument III for self-evaluation based on the eight criteria laid out in the QMeasure
were refined and up-dated to incorporate as much as possible the items in the Malcom Baldrige "2003 Education Criteria For Performance Excellence" model. Scoring
system of this model was utilised to assign scores. The QMeasure Index™ was derived by using statistical methods. Results showed that UiTM Sarawak has achieved a QMeasure Index of 5.9 out of 7.0. This is an improvement from the index of 5.6 obtained in 2002 study. Although the index indicates that UiTM Sarawak is progressing well on its quality journey, there is still plenty of room for further
improvements based on the feedback from the students and staff.


Item Type: Research Reports
Email / ID Num.
Syawe, Seh Ling
Hamali, Jamil
Lee, Beng Yong
Sarkawi, Adib
Subjects: A General Works > Academies and learned societies (General)
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
L Education > LB Theory and practice of education > Performance. Competence. Academic achievement
L Education > LB Theory and practice of education > Higher Education > Institutions of higher education
Divisions: Universiti Teknologi MARA, Sarawak > Research Management Institute (RMI)
Keywords: Customer Satisfaction,Quality Index, Performance, Services
Date: August 2008
URI: https://ir.uitm.edu.my/id/eprint/23353
Edit Item
Edit Item


[thumbnail of 23353.PDF] Text

Download (2MB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:
On Shelf

ID Number




Statistic details