The perception of the academic and non academic staff towards the quality of services provided by the legal unit, UNIMAS / Fatihah Nur’addin Hamdan and Jay Walid Mohd Taha

Service quality often makes the difference between a successful and unsuccessful business. In fact, service quality has become the great differentiator, the most powerful competitive weapon and the most service organization possesses. Quality is defined as “conformance to specifications,” but this phrase can be misleading. Quality as conformance to customer specification is the customers’ definition of quality which is important to business to consider and deliver. There are several researchers who studied about customers’ satisfaction and perception. According to Zeithmal and Bitner, (2000), service quality differs from quality of goods, in that services are intangible while goods are tangible.