Quality Management: From Effective Service to Innovative Facility

Quality is one crucial factor in determining human satisfaction, while managing quality sensibly denotes an effective and innovative running of an organization. Thus, the combinations of both depict almost a perfect administration of the organization. An institution that gives extra attention in managing and providing good quality services is believed to have gained its 'customer' loyalty, as this can contribute significantly to the overall effectiveness of the quality management system. This research seeks to identify the international undergraduates' satisfaction levels on the services provided by a higher learning institution. A forty-five questionnaire items were developed based on the Analysis Model of SERVPERF which was completed by 130 international undergraduates using a five point Likert Scale. This paper will present, discuss and highlight the findings of this research project, as knowing these results is critical in deriving to the key components of the service quality, in order to creatively or innovatively redesign them to suit the needs of the learners. (C) 2012 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of the Asia Pacific Business Innovation and Technology Management Society