The service quality in higher education: A case of UUM Operations Management students

STML services have been one of the major topics discuss among students in UUM.Due to its importance, a research that investigates the student’s satisfaction on service quality was conducted.In view of the above study, this article highlights outcomes to the following aims: 1) to identifies the level of students’ satisfaction to the performances of services quality provided by STML, 2) to identify the critical factors in service quality dimensions that contributes most to the student satisfaction.The study was conducts using a set of questionnaire to 100 Bachelor Degree of Operations Management from STML. Respondents were divide into two groups which is third year students and fourth year students. The variable used in this research were adopts from Parasuraman using the five dimensions in service quality (Tangibility, Assurance, Reliability, Responsiveness and Empathy).From this research, it was expects that the differences between the demographic attributes of student towards the service quality provided by STML could lead to variation in students’ satisfaction levels.