Relationship between the critical factors for success in training service quality in UKM

Research output: Contribution to journalArticle

Abstract

Quality is something that should be given emphasis in all work and every activity undertaken. If quality becomes the priority, results will have an impact. Therefore, quality should be emphasised. Keeping this in view, the leading objective of this study is to identify the relationship between critical factors for success in training services that will influence student satisfaction by organising training in Universiti Kebangsaan Malaysia (UKM). The factors involved are the object quality, process quality, quality of the infrastructure, the quality of interaction and environmental quality. A questionnaire was developed and distributed to the students who had participated in the training organised by UKM. Frequency analysis and correlation analysis were used to analyse the data collected. Model validation is carried out to obtain the validity and sustainability of the model developed. The overall results of the analysis revealed that the highest Pearson value, which approximates the value of 1, is between the interaction quality and the environmental quality, which is 0.84. This high correlation indicates a strong relationship between the interaction quality and the environmental quality. The relationship of the object quality and the quality of infrastructure gives the lowest Pearson value of 0.651. There are proposals to improve the quality of training in the future, such as extending the period of training, diversifying activities and training content to be more attractive and using the online registration approach to simplify work processes and save time. The evaluation of this study should be taken into account to ensure that the defect can be overcome and to strengthen the training service management at the university.

Original languageEnglish
Pages (from-to)219-228
Number of pages10
JournalPertanika Journal of Social Science and Humanities
Volume24
Issue numberApril
Publication statusPublished - 1 Apr 2016

Fingerprint

Malaysia
environmental quality
Critical factors
Service quality
interaction
infrastructure
Values
frequency analysis
student
sustainability
questionnaire
university

Keywords

  • Correlation
  • Customer Satisfaction
  • Quality
  • Quality Of Service
  • Students
  • Training

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Arts and Humanities(all)
  • Social Sciences(all)
  • Economics, Econometrics and Finance(all)

Cite this

Relationship between the critical factors for success in training service quality in UKM. / Ab Rahman, Mohd Nizam; Mohamed, M. S.; Abd. Wahab, Dzuraidah; Saibani, Nizaroyani; Rafique, M. Z.

In: Pertanika Journal of Social Science and Humanities, Vol. 24, No. April, 01.04.2016, p. 219-228.

Research output: Contribution to journalArticle

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