Student’s Perception towards Service Quality of Facilities Management at TARUC On-Campus Hostel and Off-Campus Accommodation

Tan, Kooi Sheng (2021) Student’s Perception towards Service Quality of Facilities Management at TARUC On-Campus Hostel and Off-Campus Accommodation. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

This dissertation was carried out to study on Student Perception towards the Service Quality of Facilities Management of TAR UC On-Campus Hostel and Off-Campus Accommodation. Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. This research will analyse the student’s expectation and perception on the facilities management service, evaluate the service gap between expectation and perception on the facilities management service and determine the customer satisfaction toward the facilities management service provided. The instrument used in this research is questionnaire using a modified SERVQUAL model with Likert Scale question. A total of 200 sets questionnaires have been prepared for obtaining the data and target group of respondent group will be students or fresh graduates who live in TAR UC on-campus hostel and off campus hostel. In conclusion, the study contributes as a reference for the facilities management team of the hostel to pay more attention to their customer feedback about the facilities management and also help them to know where their weakness is and how to improve their services.