1.1 and assurance during students academic development process

1.1             
Research background

According to Palacio,
Meneses and Perez (2002), education is one of long term investment that provide
a good reward in future. A good and effective education result able to make a
good students performance. Students is more brilliant and telented if education
system and administration able to provide a hig quality service and effctive on
full filling students education need. Higher education should mantain and have
knowledge on students’
expectations, academic preferences and quality perception about the educational
environment that desire by
students. So, by having this infomation higher education authorities should
considerate this aspect on their service quality in order to maximize students
satisfaction on higher education institution. Quality education and perfect
system study is essential elemnts be considered b students of higher eduaction
in order for them to develope capabalities and good education personalities.
Rowley (1996) has found that students that studies on the higher education that
has full fill all the essential element found more capable, able to perform and
productive due to better eduactional service quality. In addition, for the
students able to compete in market student must gain extra potential skill and
knowledge which can be develope trough a good service quality aspect of
empathy, ressponsivness and assurance during students academic development
process on higher education. LeBlanc and Nguyen (1997) has conclude that a good administration and management
of higher education found to help students on personality
grooming.Therefore,
this research will be very useful for the UUM to know the level of students
satisfaction toward SBM quality
services among UUM undergraduate students.

1.2             
Problem statement

The quality services
offered by School of Business Management (SBM) should been satisfied toward
student. According to Moshe Sharabi (2010), by comparing the perceived result
to the expected service and determines his satisfaction with the service
quality. If the perceived service is equal to or higher than his expectations,
then the student is satisfied, and can say that there was quality service. If
the perceived result is less than his expectations, there is no service quality
and the student is dissatisfied.There been broadly idea to determine the effect
of quality services provided by SBM on student satisfaction. By develop the
Gaps Model and the SERVQUAL methodology to accurately measure service quality
(Parasuraman et al., 1985).

 

1.3       Research Questions (RQ) and Research Objectives(RO)

Based on the
problem defined, the study is carried out to answer the following research
questions:

1.      Does
tangibility aspect influence significantly SBM services quality on student
satisfaction among UUM undergraduate student?

2.      Does
reliabilityaspect influence
significantly SBM services quality on student satisfaction among UUM
undergraduate student?

3.      Does
responsiveness aspect influence
significantly SBM services quality on student satisfaction among UUM
undergraduate student?

4.      Does
empathyaspect influence significantly SBM services quality on student
satisfaction among UUM undergraduate student?

5.      Does
assurance aspect influence
significantly SBM services quality on student satisfaction among UUM
undergraduate student?

6.      Does
the mean difference of student satisfaction toward SBM services quality between
local and international students of UUM undergraduate students?

7.      Does
the mean difference of student
satisfaction toward SBM servicequality among ethnicity of UUM undergraduate students?

 

Therefore, the
general objective of the study is to examine the relationship between service
qualityof School Business
Management and satisfaction on School Business Management service among
student. The specific objectives are:

 

1.       
To examine the influence of tangibility
aspect of SBM services quality on student satisfaction among UUM undergraduate
student.

2.       
To examine the influence of reliability aspect of SBM services
quality on student satisfaction among UUM undergraduate student.

3.       
To examine the influence of responsiveness aspect of SBM services
quality on student satisfaction among UUM undergraduate student.

4.       
To examine the influence ofempathy
aspect of SBM services quality on student satisfaction among UUM undergraduate
student.

5.       
To examine the influence ofassurance aspect of SBM services quality on
student satisfaction among UUM undergraduate student.

6.       
To examine the mean difference of student satisfaction
toward SBM services quality
between local and international students of UUM
undergraduate students.

7.       
To
examine the mean difference of student satisfaction toward SBM
servicequality among ethnicity of
UUM undergraduate students.

1.4       Scope
of the study

The
study focus on examining the satisfaction level towards library service quality
in the aspects of tangibility,reliability,responsiveness, empathyand assurance.
The population under study will be selected among UUM undergraduate students. Therefore,
the study findings will be generalized among UUM undergraduate students only.

1.5       Relevance
of the study

The research
study could provide information to satisfaction toward SBM quality services among UUM
undergraduate students, particularly
on service quality. This study is important because it is going to measure the
level of service quality and the level of satisfaction among the students as
have been stressed by Iacobucci, Ostrom and Grayson (1995). The result from the
study can be used to give valuable information on the elements and the
dimensions, which have been given a priority by students in assessing the
quality of services and satisfaction. This bring us to understanding that
students will have more opportunity to support their continued enrolment into
higher educational institutions and on how well the educational programs and
services met students’ expectations for services. In addition to that, this
study is going to provide the conclusions and some recommendations, which are
hoped that it’s going to provide useful information to SBM service quality.