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ahRajab,[email protected]/+6075531775

AbdulRahmnaShaari,nMdYusoff,

[email protected]+6075531896

ABSTRACT

sgainingmof publiche successnes the peducationng instituwhoareaIt is alsoined servicendbecapastudy focuts’ towardsTeknologiysia.AtotasetofquessticalPackaow that thowards serThispaperns and reco

Facilities,Students.

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S IN HIGH

[email protected]

Malaysia.

tiondue toate higherinstitutionstowards aThus, an

ssumed toicipateandthat high‐oncampusractingnewperceptionce facilities(UTM), aternationalDatawerecialScience,ion of theties inUTMiscusses theions of the

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ucation has bome the kerning opportportance thampared to ocation perfo

vice facilitieasures whicsfied with tlaysia is a wundwork is dents, it canicator affeclities can cures or withdents’ enrol

mpus, the mformance. Tdents spendnts and abil

M as one grams has pM provides

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become oneey success itunities for at they desother acadeormance ores on camp

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of the highplayed an is various amnvironment.ms and lab

support fnter and oththe numbe

, 2013). ThTM. They ance their sa

relationshipn meets andm better. Stperformanceal students, vel towards t

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e of the largin drawing all. Howev

serve in higemic activitr research apus can be

ally target ses offered il for serviceained and iman academi

nts’ attitudee problemsnd the most

institution.vated studenunexpected heir time. Tefore the qu

her learningmportant ro

menities to . This inclu

boratories cofacilities coher necessier of interese internatalso come fatisfaction l between th

d fulfils the ntudents whoe of the inst

it is the athe service

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gest servicenew studen

ver, it is obgher learninties which

activities. It e a determiservice faciln these ins

e facilities tomproved inic hindrance toward eds in educatit obvious si. It is alwaynts will beas the serv

These are puality of the

g institutionole in educaits students

udes hostelomprising aonsisting oties offered

rnational sttional studefrom differeevel toward

he services pneeds of into have hightitution. Waim of thisfacilities pr

Vol.2,No.8

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e industries nts as educserved that ng institutio

receive cois also bel

ining factorlities is esstitutions. To receive a

n order to ace because ducation (Ronal instituign will be ys assumed ecome, simvice facilitieplaces wherese service f

ns in Malaation since s who enjo facilities, all forms of services

d to cater totudents hasents are purent culturesds the servicprovided anternational

h satisfactioWith this in m

s study to rovided by U

,pp33‐46

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in the 21st cational servservice fac

ons. In reaonstant monlieved that mr in drivingsential in deThe growing

higher budccommodatservice fac

Rajab et al.utions. This

declining athat the m

multaneouslyes on campure they devfacilities mu

aysia with its establisy and utiliztransportatif electronicsuch as h

o the needs s increasedsuing their s and backgce facilitiesnd students’students, it

on level are mind and wexamine inUTM.

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century. In vices providcilities haveality it is thnitoring inmost institug new enroetermining g number o

dget allocatite the overfcilities are ., 2012). Ls can be seadmission a

more advancy leading tus are the velop and nuust be equal

twenty facushment as aze these facion servicecally supporhealth care

and expectd tremendo

study in digrounds whis available o’ academic pis assumedhypothetica

with the annnternational

er2013.

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fact, servicede a range e not been vhe least mecluding moutions negleolment. Hwhether th

of internatioon. If the iflowing numhighly regaLack of adeen throughand declinined the servto an imprvenues wheurture theirlly matched

ulties and a technical scilities in a s, a compurted learnin, cafes, batations of itusly to mfferent courich form thon -campusperformanc

d that these ally expecte

nual increasel students’

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e facilities hof high qu

viewed witheasured seronitoring oect the fact Having reli

he ‘customeonal studentinfrastructurmber of forarded as a

dvanced serh the numbeng internatiice facilitie

roved acadeere internatir minds, hid.

more than school in 1conducive

uterized librng and teacank, booksts students.

more than 4rses at diffe

he critical fa. It is presu

ce. For instastudents wied to contrie in the numperception

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Vol.2,No.8

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ustomer saty to satisfy trgave simplresult in mers, the effe

nts’ trust. Avice quality001) emphisfied with tentire organurchase a praction are alan advantagstand custoaccording toare relevant

and likewises expectatioxperiences. national studrmation wh

Zeithaml et customers’ mer expect

ustomers’ bance, tangib

rtance (Zeith

,pp33‐46

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tisfaction wthese needsle mistakes.ajor conseqect will last

As competity is a funasized thatthe servicesnization is jroduct but tlways change compare

omer expecto Zeithaml t in higher ee external seons toward

Thus, the dents’ towaich can be a

al., 1990) perspectiv

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bility, empat

haml et al.,

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which is to is (John, 199. However

quences andt longer andtion in educndamental rt all customs provided bjudged. In

they expect nging, an insed to other tations and et al. (1990

education inervice fromservice quapurpose of

ards service applied to d

which idene. The RAidentifying

five dimensithy and reli

1990)

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identify not91). Previor, in this tecd affect the rd the institucation is becrequiremen

mer orientedbecause withn the contex

the value ostitution whinstitutionsthe import

0), there arencluding per

m the serviceality providf this study i

facilities thdevelop the

ntifies five ATER modeg customer ions in the iability.

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t only custously, customchnological reputation o

ution will fincoming diff

nt of contind organizath each delivxt of this stof satisfactiohich is atten. Similarly

tance of sere certain facrsonal custoe provider. ded in UTMis to investihat are availcurrent serv

key areas el helps serexpectationmodel whic

33‐46

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s refers to tand predic

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the responscament. Whts’ feel morment, pers

h are importve importanonly 11 per In addition

en they facen promisededs and expe

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tudents wilors. Accorenging task .

mber of intech other by bsequently, tconsidered,

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se internatiohile, assuranre relaxed ansonnel and tant as theynce, tangibir cent, it remn, empathy ie problems.d. The servectations ba

elects, organvery individts it. Theref

ffman and Kions of the addition, pas service qy affect thei

ntering UTMheir sense oervice perfo

ll have diffrdingly, higahead in pr

ernational soffering va

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provided mue that the saudies. This gram and s

Vol.2,No.8

F BUSINESS

onal studentnce is the trnd happy. O

communicy reflect theility is ratedmains a keyis the caring Finally, re

vices offereased on thes

nizes and ddual will hfore, differe

Kanuk, 2000services an

st research quality. Ther overall pe

M can be aof belongingrmance hav

ferent percegher learninroviding ser

students in arious courss offered has offered m

urement of ust be cateatisfaction l

is importaervice but a

,pp33‐46

S AND SOCI

ts receive frrust and conOn the othercation mate service qud at 11 per

y area that shg, individua

eliability is ted by the ise five dime

deduces infohave his owent individu0). In additiond how theshows a po

e findings erception.

an overwhelg and their lve a lot of im

eptions towang institutiorvices that

Malaysia, ases, programave to meet

may not matservice qua

ered for thelevel of inteant as satialso to othe

6,Novembe

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from the UTnfidence thar hand, tangerials. This

uality providr cent comphould be coal attention the ability oinstitution ensions.

ormation inwn perceptiuals will havon, one may

e service mositive relatindicate se

lming experloyalty towamplications

ards serviceons have acan satisfy

almost all hms and advt with their ch their expality, henceem and noernational stsfied custo

ers and their

er2013.

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TM manageat the instit

gibility is ths study emded by UTMpared to othonsidered inthat the instof the institshould be

nto a clear, cion of certave differingy argue that

meets with htionship betervices that

rience and tards the instfor the inst

es offered ba demandininternation

higher learnvanced servi

expectationpectations. e, it shouldt just gearetudents’ is

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comprehensain informag views on wt service quhis expectattween custot do not fu

their perceptitution. Factitution.

based on eng and diffal students

ning institutices as studns. Therefor

As customd be taken ed towardsmaintained publicize t

(Edvarrdsso

33‐46

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isfaction is sumers’ resfaction is itheir expectl be satisfiedn lead to cuvides servicese levels oftomers are td, if the cusrong sense ose other orever growinal customer

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a structureeceptivity (inconsistenttations befod. In contrastomer dispce to custof satisfactiototally satisfstomers are of loyalty trganization

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e or respon(Oliver, 19t between tore and afteast, if the sepleasure witmers, the sn will primfied, the poonly satisfito the organs or serviceive market,ands. This w

are many up to offer

M emphasizy factors thwould be tompus experices and th

of servicenstitution adrawal from

l., 2009 p. 1product’s peuser will btheir expec

e in the futua measure

vices fail ton, it will ais used as

sfaction. Reurce of resee service ma

Hubert, 1994

onsidered a tomer satisfMckoy (19

ument, Lasg of the

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nse of huma89). Altehe pre and

er the servicervice provith the servicservice qua

marily lead tossibility of ied, the organization. Tes rather tha it is recom

will ensure t

educationalvarious pro

ze finding ehat will affeo focus on arience with

he learning e quality,

and this mam academic

1200), satisferceived pebe delightectation that

ure but will e of how sto meet theautomaticall

a respectaesearch has

earch (Pascaarket includ4; Cronin et

very imporfaction and 996) who msar et al. (experiences

Vol.2,No.8

F BUSINESS

an emotionernatively, post choice

ces have beided has decces. He alsality provideo different othem cominanization m

Then again, an return to mmended ththat loyal cu

l institutionograms for iffective tec

ect the interacademic prh the servi

experienceinternation

ay be reflecprogramme

faction can erformance ed. For thist the educaprovide the

services giveir expectatly lead to dable instrums also shownarella and Tde quality, st al., 2000).

rtant conditservice qu

mentioned th(2000) poins and imp

,pp33‐46

S AND SOCI

n and is vitAndersen

e services. Aeen served. clined or dro put forwaed will leaoutcome forng back for

may lose thema customerthe previouat an organustomers wi

ns either printernationahniques and

rnational sturogrammes ce facilitie

e provided nal studentscted in an es.

be describeto their an

s reason, iational instem with a wven by an tions while

dissatisfactioment to estn that stude

Terenzini, 19satisfaction

tion for susuality (Cronhat the qualnted out th

pact on cu

6,Novembe

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tal to an in(1973) woAndersen a If the exp

ropped beloard the ideaad to differer the organithe same se

m as customr who is notus organizatnization provill return.

rivate collegal students td a system tudent’s choisuch as the s. Internatiby the insts will dispincrease or

ed as “a pernticipation”n educationtitution wilworthwhile institution

e they are on. Pike antimate the ent satisfact991). It is thand perform

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ndividual’s ould argue asserts that epectation is ow their expa that when ent levels oization. Forervice is higmers since tht satisfied wtion. In ordvide good s

ges or govto further ththat appealsice (Aldridgvariety of c

ional studetitution. Ifplay their r decrease

rson’s feelin. As such, n, the satill not onlyexperiencemeet or exin the procnd Barnes (effects of

tion is signiherefore notmance whic

d establishiylor, 2000).ity predicts ompetitive tisfaction th

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vernment linheir study. Ms to the targge and Rowcourses offents are alwf the institusatisfactionin internati

ng of desireif performsfaction of

y help theme. In relatioxceed studecess of gai1994) propan educatificant and it surprisingch are norm

ing a satisf. This notiosatisfaction

environmenhrough ser

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and omer falls mers will

ation ions.

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Most customadian et ald satisfy thportant factes and resoan environmy resourcesake serviceudies (Josep

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organizatiosatisfaction el of satisfeen conductAs an examriences and y giving eviire to stay atisfaction ming experiend satisfactg, 1980), oelationship satisfaction Ham and Hshould alwsist managesatisfaction

ion. It is rsments shou

which indicaved servicerder to maithen offerin

most everyosays that cu

ons. Unforservice qua

mers conside. 1994; Mee needs of tor which wurces in the

ment that is s that are res and facili

ph and Josep

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on to move show the r

faction is reted to prov

mple, Careyperceptions

idence that at university

model. Their nce. Alterntion. Howevthers show between thand serviceayduk, 200

ways considment or po

n is necessarecommenduld be condu

ates a compe quality in intain quali

ng consistenone has a difustomers as

rtunately, wality whicher quality beister, 1990

internationwill influence institutionconducive

equired for ities into coph, 1998).

Vol.2,No.8

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forward anrelationshipelated to th

vide evidency et al. (20s during thestudent’s p

y. Keaveneyresults show

natively, thever, results no relation

hem [Lavin,e quality in

03; Bigne etder student licy makers

ary in determded by Bacucted especi

parison of “ean institutioity service,

nt service anfferent undessume quali

what they doh on one haased on the

0). It is thenal studentsce the evalun. An outstato learningthe betterm

onsideration

,pp33‐46

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nd comprehe between th

he cause ofce that stud002) pointseir study. In

perceptions y and Cliffow that faculere are alsoare incons

nship at all , 1965; Cen

n higher edut al. 2003;

satisfactios to achievemining the ccani (2003ially to imp

expectationon may incr, there are nd later on ierstanding aity is focus

o not undersand is used eir perceptioe responsibis as customation of seranding insti but also mment of then when cho

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end customhe two. Beaf satisfactiodent satisfacs to the iden addition, Kand experie

ord (1997) clty and claso various sistent. Som(Kara and

ntra and Rocucation settiFitri et al.2n as part e the institueffectivene

3) that in prove the pro

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ons of whatility of edu

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mer needs anan and Bradon. In agreection and exea that satiKara and Dences are poconducted a s room faci

studies on tme findings

Deshields, ck, 1983). Ting with sig2008). In suof its serv

ution’s missess of the sorder to iogress of th

ormance” (Znstitutions cys to impromethods andwn meaningon the satisrceived quaine the extet they shoulucational ader to gain ay is physicaonly providble recreatioon. Nearly agher learnin

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nd expectatidley (1986)ement with xpectation hisfaction co

Deshields (2ositively relresearch on

ilities contrithe relationshow mode2004) whe

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he institution

Zeithaml, 1competitivenove it includ also assesg of quality.sfaction of tality is whaent of custold and expedministratora viable seral aspects wdes internation facilitiesall internating institutio

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this have

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atisfying the

le that mossment of snds not onlyded. Perhapan issue thatudents spestain the innection withfaction has ed that if aned will be etween qualep higher ce customermers once not satisfie

ger opportunmary, by andsustaining tudents’ expisfaction lev

important fation regardim of this stu

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1982) dividutcome andervices receion specifieto assess s

he institutiothe relative addition to

s, 2004). Itween the tw

oos, 2001). Agibility but ntext of thitions, as a wervice doesthere in thet as a custe different re

ost higher eservice quay on the evps, the tranat plays a cnd their tim

nternational h this, overbeen studie

n organizatirated highelity productin fulfillingr satisfactioits quality

ed which wnity and comd large, serva competit

pectations avel towards

for instituteing their cudy is to exam in UTM.of higher le

Sciences,V

OURNAL OF

de service qd image. Teived is refes how the since customon to deliveimportance

o their experIt has been wo is that sAs stated by

perishabilis study, evwhole their s not last e institutiontomer of thequirement

education iality. In thevaluation ofnsportation critical factome in the li

students’ sr the past ted by manyon is perce

er. Consequts and custg customer

on. They alsis perceive

will tarnish tmpetitive advice qualitytive marke

and needs hahigher educ

e of higher lustomer’s leamine the in. The findinearning in it

Vol.2,No.8

F BUSINESS

quality, as This is supferred to asservice is

mers mostlyer the servie. Image alsriences andindicated tervice is a py Parasuramity, insepaven thoughexpectation

as long as. It does nohis service.s and expec

institutions e current scf the qualitservice in

or in servicibrary. Thusatisfaction two decade

y researcherived by cus

uently, this omer satisf

rs’ satisfactso found thaed. Noneththe organizadvantage fo

y is hypothet position ave to be fucation instit

learning, in evel of satisnternationalngs of this sts effort to im

,pp33‐46

S AND SOCI

perceived pported by s the outcodelivered t

y depend oice which ao contribute

d perceptionthat there isprocess, a pman et al. (1arability of h each interns can deters products, ot imply own

Neverthectations of e

have forescenario, thety of teachicampus sh

ce quality. Aus, the libra

level towaes, the relatrs. One suchstomers as will affect

faction has tion as it iat an organieless, the oation’s repu

or higher edetically capa

among othulfilled sinctutions.

its effort fosfaction of tl students’ ptudy will bemprove

6,Novembe

IAL SCIENC

by custome(Grönroos,

ome qualityto the custo

on attributesaccording tes to the im

n, regard an s a differenprocess that 1988), featuf productionrnational strmine the sit is enjoy

nership exceless, the oeach interna

seen the ime overall eing and learhould alwayAt the sameary service ards facilititionship beh study is bhaving highthe organizdriven org

is understoization’s repopposite situtation. He

ducation insable of givinher institutie their eval

or continuouthe facilitiesperception oe important

er2013.

CES

ers, into th2001) who

y resulting omers. Soms such as reto Zeithaml

mportance oforganizatio

nce betweenwill lead to

ures associatn and contudent will service qualyed or utilcept that in only difficuational stude

mportance oexperience orning proce

ys be well e time, the should be res (Aldridg

etween servby Ghobadih quality przation’s per

ganizations od that poputation is mtuation wilence, attaintitutions (Gng a positivions. Unquluation and

us quality ims and progrof the servicin providin

P.P.

hree dimenso conclude from the en

metimes, sereliability wl et al. (19f service quon based onn a product o a result duted with sernsumption,

have diffelity providelized whilethe process

ult part forent.

of internatiof internatiess but alsomaintained majority ofresourceful

ge and Rowvice quality an et al. (1roduct, thenrformance. to elevate t

oor service measured bl happen w

ning satisfacGhobadian eve impact touestionably,perception

mprovemenrammes offece facilitiesng feedback

33‐46

39

sions that

ntire rvice

which 907)

uality n this

and uring rvice

and erent d by

e the s, the r the

ional ional o the

and f the and

wley, and

993) n the

The their will ased

when ction et al., o any the may

nt, to ered. that

k and


3. M This

Unifactpastintestudstud

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Theservare shouyearadapformwasthe Cromod

4. R It wfaciscal

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dy utilized adents’ perce

Respondent

e main purpvice facilitiethe responduld be takenr 2010/201pted and trmat; 1- strons used to anresearch qunbach Alphderate and l

Results

was importalities availale. The brea

ble 1: Intern

rvice Facilit

No Level

Low

2 Modera

High

Total

e results in Tcent) are sat67.89) indic


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gy

ctually a pa

nologi Malhas been a Hence, it wtudents whoa questionn

eption.

t/Instrumen

pose of thees provided dents of then as sample1 intake. Translated frongly disagr

nalyse the duestion of thha value of ow represen

ant to examable in UTMakdown of th

national Stu

ties

Mean

1.00-2

ate 2.34-3

3.68-5

Table 1 demtisfied with cate a mode

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art of a resea

aysia (UTMsteady incr

was importao now formnaire which

nt/Analysis

e study is tby UTM. Ae study. Ase since the The instrumom Abdul ee, 2 – disa

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mine the ovM. The resphe analysis

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N

2.33 10

.67 241

.00 104

355

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erate satisfac

Sciences,V

OURNAL OF

arch by a tea

M). The ratirease in theant to invest

m an importwas adapte

to determinA total of 35s proposed total popul

ment of this Rahman et

agree, 3 – nrmine the frA pilot studye range of mrange of 3.6

verall satisfpondents weis shown in

faction Leve

%

2.81

67.89

29.30

100

hat the majoe facilities pction level w

Vol.2,No.8

F BUSINESS

am of acade

ionale for ce number otigate how Utant and larged and tran

ne the perce55 internatioby Krejcie

lation size ostudy was

t al. (2004)neutral, 4 –requency, py was condmean value68 – 5.00, 2

faction leveere asked ton Table 1.

el towards

ority of the rovided in Uwith the ser

,pp33‐46

S AND SOCI

emicians in

carrying outf internatioUTM as a cge part of tslated to En

eption of thonal student

e and Morgof internatioa set of qu

). The queagree and 5

percentages ducted to obe was divide2.34 – 3.67 a

el of interno indicate th

respondentUTM. Morrvice faciliti

6,Novembe

IAL SCIENC

a Malaysia

t the researonal studentcentre of eduthe student nglish as a

he internatits from varian (1970), onal studenuestionnaireestionnaire 5 – stronglyand also thserve or reled into threand 1.00 – 2

national stuheir satisfac

ts (Moderatere than half ies offered b

er2013.

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an public un

rch is mainlts enrolling ucation is pcommunityway to gat

ional studenious facultie350 interna

nts in UTM e with 45 itused the fi

y agree. SPShe mean in oliability andee levels wh2.33 respect

udents towaction on a fi

e Level Satf of the respoby UTM.

P.P.

niversity,

ly based onin UTM in

perceived byy in UTM. ther data on

nts towardses and counational studis 4500 for

ems which ive scale LSS version order to ans

d validity which were htively.

ards the serfive point L

tisfaction=6ondents (f=

33‐46

40

n the n the y the This

n the

s the ntries dents r the was

ikert 16.0 swer

with a high,

rvice ikert

67.89 =241,


Resdimdormfacisyst

Tab

Ty Fa

BasfacuFaciis 3

5. D Resstudcenthavadequnduse provborrwithadopbe uexamwillkey is alnecelearRowand


pondents wmensions wh

mitories or lities such tem provide

ble 2: Intern

ype Dim

cility FacFacResTraMai(LibCenSup(CaeatiTot

ed on the rulty: M=3.4ilities: M=3.55. While t

Discussion,

ults from Tdents are satre but alsoe a satisfacquate facil

derstandableof online

vided by throwing and h the servicpted by the

underminedmple, the el allow interelement fo

lso consisteessary resorning. In adwley (1998)

satisfaction


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were also hich include

residential as café’, bo

ed by the un

national Stu

mensions cilities in thecilities in thsidential Coansportationin brary/Clinicnter pport afé/Bank/Boion/Sport Cetal Mean results in T42, Faciliti3.55, Suppothe lowest m

Implication

Table 2 shoatisfied not o other supp

ctory percepities with

e since studeresources f

he library sreturning b

ces in the liUTM libra

d as it is oneelectronic rernational stu

or improvingent with the ources provddition, the ) which founn level towa

andSocialecent.aspx

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asked to ied facilitiescolleges, f

ookstore anniversity. Th

dents Satisf

e faculty he Dormitoollege n System

Facilitc/Counselin

Facilitookstore/Reenter/Other

Table 2, mees in the

ort Facilitiesmean score

n and Reco

ow that faconly with th

port facilitieption towarthe main

ents includifor their ressuch as thebooks. Resuibrary whic

ary. In fact, e of the toolsesources whudents to acg students’ findings of

vided on cafindings ofnd that gooards other fa

Sciences,V

OURNAL OF

ndicate thes available facilities at nd sports cehe analysis o

faction Leve

Mean3.42

ory/ 3.35

3.24 ties ng

3.55

ties ecrrs)

3.25

3.36 ean scores Dormitory/s: M=3.25) was reporte

ommendati

cilities provhe main faces. These rerds the serv

facilities sing internatisearch wor

e library’s cults of this sch can be athe vital ros which enahich includccess informacademic p

f a study byampus wouf the curren

od library seacilities.

Vol.2,No.8

F BUSINESS

eir satisfactat the facumain facili

entre. Respoof the findin

el towards S

Level ModeratModerat

ModeratModerat

Moderat

Moderatfor all dim

/College: Mwith the hi

ed for Trans

ion

vided by UTcilities on cesults indicavice facilitieshowing thional studen

rk. In additcomputing study also rattributed tole played by

able the unive easy accemation for rperformancey Joseph anduld build ant study seeervices coul

,pp33‐46

S AND SOCI

tion level ulties, facilitities such aondent werngs is show

Service Fac

te te

te te

te

te mensions areM=3.35, Trighest meansportation S

TM are at campus suchate that the es in this inhe highest nts rely heation, studenservices fo

reveal that mo the efficiey the libraryversity to caess to internreference ore (Shivalingd Joseph (19an environmem to be pald also incre

6,Novembe

IAL SCIENC

of the facties that caas the librarre also aske

wn in Table 2

ilities Based

e at moderransportationn recorded fSystem whic

a moderateh as the librmajority of

nstitution. Inmean (m=

avily on the nts depend or surfing, smost internaent and timy in an acadarry out its rnet databasr research pgaiah and G998), which

ment that isarallel to a ease interna

er2013.

CES

cilities basean be foundry and clin

ed about the2.

d on Dimen

ate level (Fn system: for the Maich is 3.24.

e level. Morary, clinic f the internn fact, UTM=3.55, Tablibrary speheavily on searching fational stude

me saving opdemic institrole (Tomees provided

purposes. ThGowda, 2009h showed ths conducivresearch b

ational stude

P.P.

ed on diffed in the stunic; and supe transporta

nsion

Facilities inM=3.24, Mn Facilities

ost internatiand counseational studM has provble 2). Thiecifically for

many servfor informaents are pleperation systution can nscu, 2008). d by the libhe library is9). This fin

hat facilitiesve for studey Aldridge ents’ percep

33‐46

41

erent udent pport ation

n the Main that

ional eling dents vided is is r the vices ation, eased stem

never For

brary s the

nding s and ents’ and

ption


Simfacicoulmantimesuchpostof aqualcust

Theimpthe manthis mosindimodresidthe posttheirequand to trtremnumwellpropresidarriv

Thesuchtakefactalloveryintecleacambetwbecosatisprov


milarly, the rlities providld be due tonaged to pre, facilities h as interntgraduates, a previous slities offeretomer satisf

e important provement ainstitution b

naged correstudy invo

st profoundicated the lderate resuldential poliaccommod

tgraduates wr daily movuire studentdeparture o

ravel to lectmendous effmber of busel-organizedposed that dential collval and dep

e present stuh as cafeteries the initiattors that mawed to cooy much deprnational c

anliness levempus. This ween qualityome less cosfaction towvides food w


EU

results also ded in the fo the acceprovide serviin the facu

net, photocmay contri

study by Ghed and custofaction level

links betwas it may be based on th

ectly to impolves the ned issue for lowest mealt, the puncicy which adation provwill also chvement and ts to dependof the busestures and otfect on theies be increa

d operating informatio

lege so thatparture of ea

udy shows ia and sporttive to giveay affect thok in their rpended on

cuisine, the el of these cfinding supy of service

ompetitive cwards serviwhich is an

andSocialecent.aspx

UROPEAN JO

demonstratfaculty (m=ptable servicices which

ulty such as copying or bute signifi

hobadian et omer satisfals.

een internaworthwhile

he results ofprove their eed for UTMinternation

an (m=3.24)ctuality of applies to alvided on choose to staactivities.

d on the cams affect interther on camir movemenased especiatime sched

on pertainint students c

ach bus.

that the intt facilities a

e better suppe internatioroom as no

the cafetevariety of

cafeterias mpports preves offered ancompared toice facilitieindividual’

Sciences,V

OURNAL OF

ted that the =3.42). Thece given bymeet the inrooms or wfax mach

icantly to thal. (1994)

action. In oth

ational studee to introduf this studyquality andM to enhanal students ) as compathe buses

ll undergradcampus duay in the reNonetheles

mpus buses rnational stu

mpus activitint and activally during pdule should ng to the bcan prepare

ternational around the cport facilitieonal student

proper cooeria for foof food maymay be a facvious findinnd customero others whs. This is ’s basic nee

Vol.2,No.8

F BUSINESS

internationere are severy the suppornternationalwork space hine providhese satisfathat showedher words, p

ents and UTuce certain s. Athiyama

d customer nce its trans

on campuared to otheon campusduate studenuring their esidential coss, the distanas a means udents’ as mes. This has

vities in the peak hours be implem

bus schedue for and b

students arecampus. Undes or improvts’ satisfactoking facilitod. Even thy not meet ctor which dngs by Ghor satisfactioen its reputespecially

d. Hence,

,pp33‐46

S AND SOCI

al students ral reasons rt staff in thl students’ made avail

ded for intctory resultd the existepoor service

TM may gostandards to an (1997) susatisfactionportation sy

us is the traer types of has alwaynts which mstudy. S

olleges withnce betweenof transpor

most of thems brought uncampus arwhen stude

mented to avule be postbe aware of

e moderatelder these cirve these facion towardsties is provihough there

their needdiscouragesobadian et on. They prtation is affe

true of cafthe need to

6,Novembe

IAL SCIENC

in UTM arebehind this

he faculty. Ineeds and lable at theiternational ts. This finence of a ree given by a

o a long wvarious asp

uggested thn. One implystem. Thiansportationf facilities. ys been an means all unSome newlyhin the camn the residertation. Howm are totallyndesirable pea. Therefoents are all void inconvted outsidef the schedu

ly satisfied rcumstancecilities. For s cafeteriasided for thee are sever

ds and expes international. (1994)

redict that anected by thefeteria or a maintain th

er2013.

CES

e equally sas satisfactorIn fact, mosexpectationir disposal, students, s

nding suppoelationship ban institutio

ay. With repects of servhat every selication thatis study conn system wEven thouissue. UT

ndergraduaty registere

mpus since tential collegwever, delay dependentperception aore, it is sugrushing to tvenience to

e each accoule before

with the sues, it is impo

example, th. Because sem, these stral cafeteriaectations. Inal students who foundn educatione low evaluany place ohis facility w

P.P.

atisfied withry perceptiost of them hns. At the soffice facil

specifically orts the findbetween seron would red

egard to quvice facilitie

ervice shoult emerged fncludes that

with results gh it yield

TM has a ftes must sta

ed internatithis will red

ges and facuys in the arrt on these bas delays haggested thattheir classeso all. It is ommodationwaiting for

upport facilortant that Uhere are sevstudents aretudents becas which sIn addition,

from dinind a relationn institution uation of stuof dining wwell is beco

33‐46

42

h the on. It have same lities

the dings rvice duce

uality es in ld be from t the that

ed a fully ay in ional duce

ulties rival

buses ave a t the s. A also

n or r the

lities UTM veral e not come serve , the

ng on nship

will udent which omes


incrnoisleve(200whithercafecarrstudmaiinsti

It isactivbenUTMcustwhiits iorgais bnececustfocu

6. C Thisfacistudnot willbencomenhcleainve

7. AThesuppQ.J


reasingly imse level, deel. The resu06) that disch includes

refore recometerias operried out to dents feel cntain good itution.

s also crucvities cannoefits, sport M should stomer satisfch is a greainternationaanized to acelieved thatessary skillstoms. This using and co

Conclusions

s study is lities provi

dents are gennecessarily

l take noticeficial as a

mpeting for ance its fac

arly crucial estigate the

Aknowledgee author wouported by 130000.714


EU

mperative. Fsign and fo

ult of this sscovered thas the price mmended thrating on caensure thatomfortable

d service to

ial that theot be underactivities u

strive to profaction as aat way to deal students tchieve this gt sports facis and generopportunity

oncentrating

s

conducted ded by UTnerally satis

y definitive ce of the rall higher l

student adcilities to m

especially relationship

ement uld like to ethe follow

41.00J92.

andSocialecent.aspx

UROPEAN JO

For instance,ood quality tudy is simat customer

and food hat the univampus. Regt the level avoid any

o internation

e sport facirestimated iultimately esovide interna sports ceneal with strethrough thesgoal such ailities that iral knowledy would prog only on ac

to determiTM. The ressfied with thdue to its foresults and earning insmission.

make it morin compar

p and contin

express apprwing grant

Sciences,V

OURNAL OF

, cafeteria’smight influ

milar to the r satisfactioquality in

versity havegular but raof hygiene hygiene iss

nal students

ilities in UTin any highestablish netwnational stuntre is wheess and acadse activitiess sports gamintroduce lodge in orderovide knowcademic ma

ine the persults of thihe service focus on a si

strive to mstitutions noIn order to

re advancedring internanuity of this

reciation to sponsors;

Vol.2,No.8

F BUSINESS

s condition iuence and pfindings ofn in the resenhancing e a guidelinandom inspand cleanl

sues. Such s. This wil

TM be coner learning working an

udents with ere studentsdemic probls. It is highmes held beocal games r to promoteledge sharinatters.

rception of s study ind

facilities offingle locatiomeet the inot only in

o preserve ad and attracational studes study as su

the MinistrResearch

,pp33‐46

S AND SOCI

including thprovide an f the study staurant indconsumer

ne to ensurpections of liness is alwmeasures a

ll indirectly

nstantly mainstitution.

nd foster intworld clas

s can exerclems. UTMly recomme

etween studmay encoue and highling ideas am

f the interndicate that tfered to themon, it is nevnternationalMalaysia b

and attract ctive. Lastlyents’ perspeuggested by

ry of HigherUniversity

6,Novembe

IAL SCIENC

he environmindicator oconducted

dustry is relsatisfactione food hygthe cafeter

ways obserare importany help build

aintained as It is essen

tegration bes sport facicise and enj

M must be coended that aents and ac

urage internaight the inst

mong interna

national studthe vast mam. While thvertheless hl students’ but other pnew enrolm

y, further inective in ot

y Kontic (20

r EducationGrant (R

er2013.

CES

ment, food df the studenby Andaleelated to the n. In relatioiene and clrias on camrved. This wnt in order d a positiv

s the signifntial that beetween studeilities in ord

njoy recreatonsistent in a range of cademic or sational studtitutions locational stud

dents towaajority of thhe findings ohoped that U

needs. Thipart of the ment, UTMnvestigationther institut

012).

n and UTM.RUG) Fund

P.P.

delivery servnts’ satisfaceb and Conservice qu

on to this, leanliness inmpus shouldwill ensure to provide

e image of

ficance of sesides its heents. Therefder to meetional activireaching ou

competitionsupport stafdents to devcal routines

dents rather

ards the serhe internatiof this study

UTM authoris is extremworld are

M should aimn in this aretions to fur

This studyding, Vote

33‐46

43

vice, ction nway uality

it is n all d be that and

f the

sport ealth fore, t the ities, ut to

ns be ff. It velop s and than

rvice ional y are rities mely now m to ea is rther

was No.


R


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F BUSINESS

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S AND SOCI

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igures (as 3

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IAL SCIENC

bidin H., & Sar di Univer

0 Decembe

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