My name is Asmah Binti Idris. Currently, Im doing a research in last semester of my study at Universiti Teknologi Mara ( UiTM ).

What do you expect

on their services? How do you think about the services? The purpose of this study is to measure the Students Satisfaction On Service Quality in OPEN
University MALAYSIA ( OUM). This questionnaire asks about your expectation and perception through the five factors. Your participation is MUST to
answering the questionnaire.
Please tick the most appropriate response
1.Gender :
Male
Female
2.Age :

20-25

26-30

31-35

36 and above

EXPECTATIONS
This survey deals with your opinions of Open University
Malaysia. Please show the extent to which you think OUM
should posses the following features. What we are interested
in here is a number that best shows your expectations about
institutions offering students services

PERCEPTIONS
The following statements relate to your feelings about Open
University Malaysia. Please show the extent to which you believe
OUM has the feature described in the statement. Here, we are
interested in a number that shows your perceptions about OUM.

Strongly
Disagree
1
2

Strongly
Disagree
1
2

Strongly
Agree
6
7

Strongly
Agree
7

(E)

(P)

Tangibles
E1. OUM will have modern looking equipment.

Tangibles
P1. OUM has modern looking equipment.

E2. The physical facilities at OUM will be visually

appealing.

P2. OUM physical facilities are visually appealing.

E3. Employees at OUM will be neat appearing.

P3. OUM reception desk employees are neat appearing.

E4. Materials associated with the service (such as

class equipment ) will be visually appealing at an
OUM.

P4. Materials associated with the service (such as class

equipment ) are visually appealing at OUM.

Reliability
E5. When OUM promise to do something by a
certain time, they do.

Reliability
P5. When OUM promises to do something by a certain
time, it does so.

E6. When a student has a problem, OUM will show a

sincere interest in solving it.

P6. When you have a problem, OUM employee shows a

sincere interest in solving it.

E7. OUM will perform the service right the first

time.

P7. OUM performs the service right the first time.

E8. OUM will provide the service at the time they

promise to do so.

P8. OUM provides its service at the time it promises to do

so.

E9. OUM will insist on error free records

P9. OUM insists on error free records

Responsiveness
E10. Employees of OUM will tell students exactly
when services will be performed.

Responsiveness
P10. Employees in OUM tell you exactly when services
will be performed.

E11. Employees of OUM will give prompt service to

students.

P11. Employees in OUM give you prompt service.

E12. Employees of OUM will always be willing to

help students.

P12. Employees in OUM are always willing to help you.

E13. Employees of OUM will never be too busy to

respond to students requests.

P13. Employees in OUM are never too busy to respond to

your request.

Assurance
E14. The behavior of employees in OUM will instill
confidence in students.

Assurance
P14. The behavior of employees in OUM instills
confidence in you.

E15. Students of OUM will feel safe in transactions.

P15. You feel safe in your transactions with OUM.

E16. Employees of OUM will be consistently

courteous with students

P16. Employees in OUM area consistently courteous with

you.

E17. Employees of OUM will have the knowledge to

answer students questions.

P17. Employees in OUM have the knowledge to answer

your questions.

Empathy
E18. OUM will give customers individual attention.

Empathy
P18. OUM gives you individual attention.

E19. OUM will have operating hours convenient to

all their students..

P19. OUM has operating hours convenient to all its

customers.

E20. OUM will have employees who give students

personal attention.

P20. OUM has employees who give you personal

attention.

E21. OUM will have their students best interests at

heart.

P21. OUM has your best interest at heart.

E22. The employees of OUM will understand the

specific needs of their students

P22. The employees of OUM understand your specific

needs.