Open AccessKepuasan Pengguna Selepas Pengiktirafan ISO 9001: Kajian Kes Sebuah Fakulti di Universti Teknologi Malaysia
Author(s) -
Rohaizat Baharun
Publication year - 2012
Publication title -
jurnal teknologi/jurnal teknologi
Language(s) - English
Resource type - Journals
eISSN - 2180-3722
pISSN - 0127-9696
DOI - 10.11113/jt.v38.512
Subject(s) - business administration , customer satisfaction , service quality , business , servqual , certification , psychology , management , engineering , service (business) , marketing , economics
Kepuasan pengguna merupakan isu yang paling kerap dibincangkan dalam semua organisasi sama ada sektor awam mahupun swasta. Para pelajar intitusi pengajian tinggi merupakan pengguna dalaman kepada servis dan produk yang ditawarkan kepada mereka; lebih-lebih lagi kepada institut yang telah diiktiraf dan mendapat persijilan ISO 9000. Dengan menggunakan pengubahsuaian pengukuran SERVPERF dan SERVQUAL dalam kajian literatur, satu kajian telah dibuat untuk mengukur tahap dan pengaruh kepuasan pengguna kepada Fakulti Pengurusan dan Pembangunan Sumber Manusia, Universiti Teknologi Malaysia, Skudai, Johor. Hasil dari kajian menunjukkan bahawa kepuasan pengguna bertambah apabila mereka melihat perubahaan yang signifikan dari segi penawaran servis dan produk yang dilakukan selepas fakulti mendapat sijil ISO 9000. Kata kunci: ISO 9000; Kualiti; Kepuasan Pengguna; Institut Pengajian Tinggi; Pemasaran Servis Customer satisfaction is perhaps one of the most talked about challenges of organizations, both in private and public sectors. In tertiary institutions, students can be categorized as customers they use the services and products provided, especially the institutes which have been awarded the ISO 9000 certification. By using the modified SERVPERF and SERVQUAL instrument as suggested in the literature review, a survey was conducted to measure the level and to explain customer satisfaction at the Faculty of Management and Human Resource Development, University Technology Malaysia, Skudai, Johor. The findings show that customer satisfaction increases significantly in relation to the output/outcomes from the implementation of quality service and product after the faculty was awarded the ISO 9000 certificate. Key words: ISO 9000; Quality; Customer satisfaction; Institutions of Higher Learning; Service marketing