| |
Total Requests 0 Unsatisfied Requests 0
|
|
You searched Library Catalogue - Author: ʻAbd al-ʻĀṭī, Ḥammūdah
|
|
Call Number (WOU)
|
SP CEMBA 2016 36
|
|
Author
|
Chieng, Jin Ek
|
|
Title
|
Adapting the SERVQUAL scale to the implication of quality management systems for the shipbuilding industry in Sarawak. / Chieng Jin Ek
|
|
Abstract
|
ISO 9000 was first introduced in Malaysia in the late 1980s. Many manufacturing industries in Malaysia including shipbuilding industry are keen on adopting ISO 9000 QMS or other quality management systems, with the objectives to provide an effective quality system reflecting a company’s practice for producing goods and services that conform to requirements. The research study aims to evaluate the service quality satisfaction level on the implication of any Quality Management Systems (QMS) by surveying to the shipyard’s quality management committees (QMC) in Sarawak. It focuses on the statistically evidence especially on the significant difference between ISO 9000 and Own Practice QMS for the customer’s satisfaction on each of the SERVQUAL 5 dimensions, namely: Assurance; Reliability; Empathy; Responsiveness; and Tangible.
The results of the study enable the shipyard’s executive management to assess the degree of satisfaction level on the QMS that they adopted. The comparisons of perceived quality of the implication QMS that meet the expectations of shipyard’s executive management can be made, thus restructure and reposition their quality management strategies of the shipyard.
|
|
Notes
|
Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
|
|
Publisher/Year
|
Penang : School of Business and Administration, Wawasan Open University, 2016
|
|
Physical Description
|
83 p.; 30 cm.
|
|
Subject
|
Manufacturing industries
|
|
Subject
|
Shipbuilding industry
|