STUDY OF THE QUALITY LEVEL OF CUSTOMER SATISFACTION ON ICT SERVICES IN UNIVERSITY KEBANGSAAN MALAYSIA (UKM) ACCORDING TO THE 5 DIMENSIONS OF SERVQUAL

Abstract

This study was conducted to identify the elements of customer satisfaction according to the 5 dimensions of SERVQUAL and further evaluate the level of customer satisfaction quality of Communication and Information Technology (ICT) service products by an organization. Based on the level of customer satisfaction found, the study hopes that organizations in Universiti Kebangsaan Malaysia will be able to improve the level of technology management, staff productivity, effectiveness and quality of products and services provided to all customers in the future. The research method used is descriptive evaluation method. The study was conducted in a targeted manner where input was obtained according to the main service products of an organization. The main product customers of an organization are users of information systems, network users, database users, users of virtual services and all service products of an organization. The findings of the study found that the question items are relevant to meet the old item of the Responsibility Center Customer Satisfaction Form (BO05), meet the requirements of ISO 9001: 2015 and items are analyzed, and reports produced according to Corrective and Preventive Actions (CAPA) format. The overall findings of the study show that the level of customer satisfaction with the infrastructure, accountability, trust, and empathy of an organization's staff towards customers is high.