Research

1.0 Descriptive Analysis

1.1 Profile of Respondents

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Table 1: Characteristics of respondents.

Characteristics | n | Percent |

Gender | | |

Male | 31 | 39.2 |

Female | 48 | 60.8 |

| | |

Race | | |

Malay | 62 | 78.5 |

Chinese | 2 | 2.5 |

Indian | 15 | 19 |

Other | - | - |

| | |

Age | | |

20 | 26 | 32.9 |

21 | 28 | 35.4 |

22 | 21 | 26.6 |

23 | 3 | 3.8 |

25 | 1 | 1.3 |

| | |

Faculty | | |

FMSM | 79 | 100 |

| | |

| | |

Program of study | | |

Teknologi Maritim | 40 | 50.6 |

Sains Samudera | 39 | 49.4 |

| | |

Year of study | | |

1st Year | 44 | 55.7 |

2nd Year | 23 | 29.1 |

3rd Year | 12 | 15.2 |

1.2 Importance of Service Quality Dimensions

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Table 2: Mean and standard deviation.

Service Dimension | Expectation | Perception |

| Mean | Standard Deviation | Mean Rank | Mean | Standard Deviation | Mean Rank |

Tangibles | 5.1329 | 0.982 | 4 | 4.5475 | 0.893 | 3 |

Reliability | 5.4304 | 0.873 | 1 | 4.4203 | 0.978 | 5 |

Responsiveness | 5.3544 | 0.888 | 2 | 4.7373 | 0.969 | 1 |

Assurance | 5.1487 | 1.035 | 3 | 4.6456 | 0.961 | 2 |

Empathy | 4.9241 | 0.914 | 5 | 4.4253 | 1.112 | 4 |

2.0 Paired Sample t-test

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Table 3: Paired sample t-test.

Service Quality Dimensions | Expectations | Perceptions | Diff.(P – E) | t-value |

| Mean | Rank | Mean | Rank | | |

| | | | | | |

Tangibles | | | | | | |

Modern looking equipment. | 5.215 | 13 | 4.4177 | 17 | -0.797 | -4.631** |

Physical facilities visually appealing. | 5.076 | 18 | 4.5063 | 14 | -0.570 | -2.832** |

Staffs neat appearing. | 5.228 | 12 | 4.8608 | 2 | -0.367 | -2.146** |

Materials visually appealing. | 5.103 | 16 | 4.4051 | 18 | -0.608 | -3.349** |

| | | | | | |

Reliability | | | | | | |

Promise to do something by a certain time. | 5.405 | 7 | 4.5190 | 11 |...