A survey on Postgraduate Students Expectation & Perception towards the

Quality of Services provided by CENTRE FOR GRADUATE

MANAGEMENT / PUSAT PENGURUSAN SISWAZAH (PPS), Universiti
Kebangsaan Malaysia.

Dear students,

This study attempts to measure service quality in Centre for Graduate Management /
Pusat Pengurusan Siswazah (PPS). Information given is confidential and will only be
used for academic purposes. I really hope that you will spend your time in order to
participate in this study by completing all the attached questionnaires and return it to the
representative who gives you this questionnaire.
Your cooperation in providing true information and honest views is very much
appreciated.

Thank You

Researcher:
PUSHPAWANI A/P RAMALOO (P52231)
Master of Science in Quality & Productivity Improvement,
Faculty of Science and Technology,
Universiti Kebangsaan Malaysia,

E-mail add: godflower86@gmail.com

Part A: Demographic Information

Please answer the following questions concerning your demographic. Please circle the
appropriate answer.

1. Gender: 1. Male 2. Age: a) < 25 c) 35-40

2. Female b) 26-30 d) 41-45

c) 31-35 e) >46

3. Level of Study: 1. Master Program 2. Doctor of Philosophy (PhD)

a) Course work a) Research / Thesis

b) Research / Thesis b) Course work and dissertation
c) Course work and dissertation
d) Course work, clinical work and case study
e) Clinical
4. Students status: 5. Faculty:

a) 1st year student a) Economics and Management (FEP)

b) 2nd year student b) Engineering and Built Environment (FKEJ)

c) 3rd year student c) Education (FPEND)

d) 4th year student d) Islamic Studies (FPI)

e) Above 4th year student, please specify……………… e) Science and Technology (FST)

f) Alumni (Graduated) f) Social Sciences and Humanities (FSSK)

g) Information Science and Technology (FTSM)

h) Law (FUU)

6. Nationality: 1. Malaysian (Please tick (/) you’re Ethnic)

Malay Chinese India Bumiputera Sabah &

Sarawak
Others

2. Foreigner (Please tick (/) you’re Country)

Indonesia Libya Iraq Republic Iran

Yemen Jordan Bangladesh Sudan
Arab Saudi Brunei Nigeria Palestine
China Thailand Myanmar Pakistan
Algeria India Oman Filipina
Others, Please
Specify……………………………
 Part B: Expectation and Perception/ Experience of Service Quality delivery by PPS
Please circle the appropriate answer.

1 2 3 4 5
Strongly disagree Strongly agree
(sangat tidak setuju) (sangat setuju)

Expectation Center for Graduate Management / Pusat Pengurusan Perception/ Experience

Siswazah (PPS)
1 2 3 4 5 1. Equipment and furniture in the PPS is always 1 2 3 4 5
comfortable to use and in good condition
1 2 3 4 5 2. The PPS has sufficient equipment/facilities 1 2 3 4 5

1 2 3 4 5 3. The physical facilities at PPS visually appealing. 1 2 3 4 5

1 2 3 4 5 4. The appearance of the physical facilities of PPS is in 1 2 3 4 5

keeping with the type of services provided
1 2 3 4 5 5. Materials associated with the services (such as 1 2 3 4 5
pamphlets or statements)are visually appealing
1 2 3 4 5 6. Information obtained by you is accurate from PPS 1 2 3 4 5
materials
1 2 3 4 5 7. Employees are well dressed and appear neat 1 2 3 4 5

1 2 3 4 5 8. When PPS promises to do something by a certain time, 1 2 3 4 5

it does so.
1 2 3 4 5 9. When you have problem, PPS shows an interest in 1 2 3 4 5
solving it.
1 2 3 4 5 10. PPS performs service right at the first time 1 2 3 4 5

1 2 3 4 5 11. PPS provides its services at the time it promises to do 1 2 3 4 5

so.
1 2 3 4 5 12. PPS keeps its records accurately. 1 2 3 4 5

1 2 3 4 5 13. PPS tell students exactly when services will be 1 2 3 4 5

performed.
1 2 3 4 5 14.You receive prompt service from PPS’s employees 1 2 3 4 5

1 2 3 4 5 15. Employees of PPS are always willing to help you 1 2 3 4 5

1 2 3 4 5 16. Employees of PPS are never too busy to respond to 1 2 3 4 5

your requests assistance
1 2 3 4 5 17. Employees of PPS give the correct answer for any of 1 2 3 4 5
your questions
1 2 3 4 5 18. Employees of PPS understand the information that 1 2 3 4 5
 you need
1 2 3 4 5 19. Employees of PPS quickly came within 3 minutes to 1 2 3 4 5
answer your questions.

1 2 3 4 5 20. You have to wait more than 3 minutes at the service 1 2 3 4 5

counter of PPS
1 2 3 4 5 21. You can trust employees of PPS 1 2 3 4 5

1 2 3 4 5 22. You feel safe in your transactions with PPS's 1 2 3 4 5

employees
1 2 3 4 5 23. Employees of PPS are deal with me in a caring, and 1 2 3 4 5
courteous manner.
1 2 3 4 5 24. Employees of PPS have the knowledge to answer your 1 2 3 4 5
questions
1 2 3 4 5 25. The help-desk employees of PPS who answer the 1 2 3 4 5
phone are always polite.
1 2 3 4 5 26. Employees of PPS give you individual attention 1 2 3 4 5

1 2 3 4 5 27. PPS has operating hours convenient to all students. 1 2 3 4 5

1 2 3 4 5 28. Employees of PPS communicate well with you 1 2 3 4 5

1 2 3 4 5 29. Employees of PPS do understand your needs are 1 2 3 4 5

1 2 3 4 5 30. PPS have your best interests at heart 1 2 3 4 5

1 2 3 4 5 31. PPS have advising related information readily 1 2 3 4 5

available for students

1 2 3 4 5 32. PPS has information regarding graduation 1 2 3 4 5

requirements will be available
1 2 3 4 5 33. PPS will provide a full range of resources to support 1 2 3 4 5
advising
1 2 3 4 5 34. PPS will have complete information regarding course 1 2 3 4 5
will be available
1 2 3 4 5 35. PPS provides useful information related to the 1 2 3 4 5
students needs. (i.e: Scholarship, job opportunities,
Financial support, counseling etc)

Part C: SUMMARY INFORMATION

Please circle the appropriate answer.
 1. I found the OVERALL quality of services that provided by Centre for Graduate
Management (PPS), UKM

Very Poor Poor Slightly Good Excellent

Good

1 2 3 4 5

1. Please indicate your degree of SATISFACTION with the overall services provided by
Centre for Graduate Management (PPS), UKM.

Completely Dissatisfied Slightly Satisfied Completely

Dissatisfied Satisfied Satisfied

1 2 3 4 5

Thank you for completing the questionnaire. I’m really appreciated your co-operations. Have a
great day ahead!