THESIS FORMAT

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 RESEARCH TITLE

GROUP NAME

Matric No. Name

1.
2.
3.
4.
5.
6.

Class Group:

DR. HAZLINDA HASSAn

RESEARCH PROJECT

SEMESTER A161 2016/2017

 Table of content

CHAPTER 1: INTRODUCTION

1.1 XXX..1
1.2 XXX..1
1.2.1 XXX...2
1.2.2 XXX...4
1.2.2.1 XXX...6
1.2.2.2 XXX....8

CHAPTER 2: LITERATURE REVIEW

2.1 XXX11
2.2 XXX11
2.2.1 XXX.12
2.2.2 XXX.14
2.2.2.1 XXX.16
2.2.2.2 XXX.18

CHAPTER 3: METHODOLOGY

3.1 XXX21
3.2 XXX21
3.2.1 XXX.22
3.2.2 XXX.24
3.2.2.1 XXX.26
3.2.2.2 XXX.28

CHAPTER 4: DATA ANALYSIS AND FINDINGS

4.1 XXX..31
4.2 XXX31
4.2.1 XXX.32
4.2.2 XXX.34
4.2.2.1 XXX.36
4.2.2.2 XXX.38

CHAPTER 5: CONCLUSIONS AND SUGGESTIONS

5.1 XXX..41
5.2 XXX41
5.2.1 XXX.42
5.2.2 XXX.44
5.2.2.1 XXX.46
5.2.2.2 XXX.48
REFERENCES.33

List of Tables

Table 1.1...10
Table 1.2...15
Table 2.1...23

List of Figures

Figure 2.1.....................................................................................................................24
Figure 2.2.30
 Abstract

Give a brief summary (in one page) of the study which includes:

o the study issue

o the study purpose
o methods used
o major findings
o conclusion
o study implications
 Abstrak

Dalam Bahasa Malaysia

 CHAPTER 1

INTRODUCTION

1.1 Research background

Explain briefly the concept of your DV and IV.Why your DV is so important to be

studied? Relate the concept with current issues.The issues that you investigated also

being experienced by others local, global?Please explain.

1.2 Problem statement

From your observation and literature review, what is the broad problem area that you

have identified for your study? First, explain the broad issues. Example:There is a

reduction of numbers of student visit the library and lack of utilization of library

facilities by students. This problem may arise due to the student frustration towards

quality service provided by UUM library. Then, define your research problem by

highlighting the specific factors (your IVs) that leads to the problem (DV). State the

previous study that has investigated the same issues.

1.3 Research Questions (RQ) and Research Objectives(RO)

Based on the problem defined, the study is carried out to answer the following

research questions:

1. Does tangibility influence significantly the student satisfaction toward UUM library

service?
2. Does reliability influence significantly the student satisfaction toward UUM library

service?
3. Does responsiveness influence significantly the student satisfaction toward UUM

library service?
4. Does assurance influence significantly the student satisfaction toward UUM library

service?
5. Does empathy influence significantly the student satisfaction toward UUM library

service?
6. Does satisfaction level of UUM library service differs between male and female

students?
7. Does satisfaction level of UUM library service differs among races?

Therefore, the general objective of the study is to examine the relationship between

service quality of UUM library and satisfaction on UUM library service among

student. The specific objectives are:

1. To examine the effect of tangibility on student satisfaction toward UUM library

service.
2. To examine the effect of reliability on student satisfaction toward UUM library

service.
3. To examine the effect of responsiveness on student satisfaction toward UUM library

service.
4. To examine the effect of assurance on student satisfaction toward UUM library

service.
5. To examine the effect of empathy on student satisfaction toward UUM library service.
6. To investigate the mean difference of satisfaction level of UUM library service

between male and female students.

7. To investigate the mean difference of satisfaction level of UUM library service among

races.

1.4 Scope of the study

Explain the limitation of your study in terms of concept, population, and

generalization. Example of writing: The study focus on examining the satisfaction

level towards library service quality in the aspects of tangibility, reliability,

responsiveness, assurance and empathy. The population under study will be selected
among UUM students. Therefore, the study findings will be generalized among UUM

students only.

1.5 Relevance of the study

Explain why your research is significant / important?The studycontribution towards:

(1) knowledge and (2) practitioner

Example of writing (practitioner): It is hope that the study findings will contribute in

providing the suggestions towards improving the current state of UUM library quality

service. By understanding the satisfaction level of library quality service among

students, UUM library may develop and further improve their current services or

facilities in achieving the expected quality service from its clients.

 CHAPTER 2
LITERATURE REVIEW

2.1 Definition of investigated variables

Define each variable under study (DV and IVs). If possible, provide a few definitions

from different authors. From where you get the definition - quote the authors.

2.1.1 Service quality

Example of writing: Service quality is defined as the consumers overall impression

of the relative inferiority or superiority of the organization and its services (Bitner &

Hubert, 1994).

2.1.2 Satisfaction

xxxxxxxxxxxxxxxxx..

2.3 Relationship between Service Quality and Satisfaction

Elaborate previous studies that link the IV and DV of your study.

2.3 Theoretical framework

Draw your research framework. Example of writing: Figure 1.1 demonstrates the

framework of the study which investigates the relationship between service quality of

UUM library and satisfaction of UUM library service.

 Service Quality
Tangibles
Reliability Satisfaction of UUM library service
Responsiveness
Assurance
Empathy

Figure 1: Framework of the Study

2.4 Theoretical background

What theory you use to explain your hypothesis. Explain the theory first, and then

apply to your research. At least you need to haveone theory to explain your research

framework.

2.5 Research hypothesis

Write down only hypothesis alternative- must in accordance with your RO. Example

of writing: Based on the evidence from previous studies, the following hypotheses

were developed:

H1: There is a significant effect of tangibility aspect of library on student

satisfaction toward UUM library service.

H2: There is a significant effect of reliability aspect of library on student

satisfaction toward UUM library service.

H3: There is a significant effect of responsiveness aspect on student

satisfaction toward UUM library service.

H4: There is a significant effect of assurance aspect of library on student

satisfaction toward UUM library service.

H5: There is a significant effect of empathy aspect of library on student

satisfaction toward UUM library service.

 H6: There is a significant mean difference of satisfaction level of library

service quality between male and female students. (Add more if you have

more groups to test)

H7: There is a significant mean difference of satisfaction level of library

service quality among races. (Add more if you have more groups to test)
 CHAPTER 3

METHODOLOGY

3.1 Research design

What types of your research design - exploratory/ descriptive/hypothesis testing?.

Example of writing:Both hypothesis testing and descriptive were employed to suits

the study nature and its specific objectives. The hypothesis testing design permits the

researcher to test the relationship between service quality of UUM library and

satisfaction on UUM library service among student. Meanwhile, descriptive design

will facilitate the researcher to identify the students satisfaction level on each aspect

of quality services which enables the researcher to describe the characteristics of

certain groups and estimate proportion of people in a population who behave in a

certain way.

3.2 Population, sample, and unit of analysis

Example of writing:The population consist of UUM students who have used the

services or facilities of UUM library. Based onKrejcie and Morgan(1970), a sample

of? need to be collected to represent the whole population. Individual student is the

unit of analysis of the study.

3.3 Sampling design

What is your sampling design - probability/non-probsampling and why?Example of

writing:As the study is interested to generalize the findings to the whole population,

the probability sampling is the most suitable design for this study. The systematic

sampling will be used to collect the survey data.

3.4 Data sources

Sources of data - primary, secondary? Example of writing:The study involves the use

of both secondary and primary data. The secondary data includes Meanwhile the

primary data is taken from

3.5 Data collection methods

Collection method - observation/interview/survey? Example of writing:The data will

be collected through survey which will be conducted at the library. Since the study

employ systematic sampling technique, every three students came out from the library

will be invited to answer the survey.

3.6 Measurement of variables

What is the operational definition of each variable under study? How you develop

your instrument adopted or adapted? Cite the sources. Explain the items that

measuring each variables of your study. What scales that you use to measure the

items?

3.6.1 Service Quality

Examples of writing: As shown in Table 3.5, the operational definition of Service

Quality (SQ) in this study is adapted from the established instruments (e.g.,

Parasuraman et al., 1978) that measured the construct in terms of tangible, reliability,

responsiveness, assurance and empathy

Table 3.5

Measurement and scaling of Service Quality

Dimension Items Adapted from Scale

Tangibility List the items Parasuraman et al.,
1978

Reliability List the items Parasuraman et al.,

1978
5-point
Responsiveness List the items Parasuraman et al., numerical scale
1978 anchored from:
(1) to (5)
Assurance List the items Parasuraman et al.,
1978

Empathy List the items Parasuraman et al.,

1978

The operationalization of service quality will be based on perceptual subjective data

from the key informants. With the use of a 5-point numerical scale, respondents were

asked to specify from (1) to (5) on each variable according to this question:

..

3.6.2 Satisfaction (Next Variable)

XXXXXX

3.6 Data analysis

Types of analysis used descriptive, correlation, regression, etc.Example of

writing:The quantitative statistical software programs will be utilized to address the

research objectives which include the following analysis:

1. Reliability Analysis, to provide a unique estimate of the internal

consistency and reliability of investigated variables.

2. Descriptive Analysis, to describe demographic background of respondent

profile, etc.
3. Regression Analysis, to assess the relationship between a dependent

(predicted) variable and several independent (predictor) variables.

4. ANOVA test - to compare the means of the samples
 CHAPTER 4

DATA ANALYSIS AND FINDINGS

4.1 Demographic background

Based on Table 4.1, the demographic profiles of the study includes. The sample

profiles showed a higher number of female (n) respondents than male (n),

representing a ratio of n% and n%, respectively. The majority of the respondents

were.

Table 4.1

Descriptive analysis

Variables Frequency (N=100) Percentage

Gender
Male 30 30%
Female 70 70%
Races
Malay
Chinese
Indian
Others

Age

Xxx

4.2 Deceptive analysis on investigate variables

Data examination for main constructs of the study is performed to obtain a basic

understanding of the data at hand. This involves displaying measures for mean and

standard deviation on each construct. In addition, the information of the rank of scale

point and the degree of the construct is also included. The inspection of normality was

also performed to check the distribution of the data.

Based on Table 4.2, .

Table 4.2

Data examination on main variables

Standard
Variables Mean Skewness Kurtosis
Deviation

SERVICE QUALITY
Tangibility
Item1
Item 2
Item 3
Reliability
Item1
Item 2
Item 3
Responsiveness
Item1
Item 2
Item 3
Assurance
Item1
Item 2
Item 3
Empathy
Item1
Item 2
Item 3

SATISFACTION
Item1
Item 2
Item 3
Item 4
Item 5

4.3 Reliability analysis

Based on Table 4.3, the result indicates that the alpha value for each variable ranged

from 0.658 to 0.889. Based on Nunnaly (1980), the score between 0.60 and 0.70 is

acceptable, thus the reliability of each variable of this study is met.

Table 4.3

Reliability analysis

Variables Number of items Alpha value

IV1 3 0.785
IV2 3 0.889
IV3 3 0.859
IV4 3 0.789
IV5 3 0.689
DV 5 0.658

4.4 Hypothesis testing

Results of hypotheses testing of the study are explained in detail in the following

subsections.

4.4.1 Regression analysis

Multiple Regression analysis was performed to test the following hypotheses:

H1: There is a significant effect of tangibility aspect of library on student

satisfaction toward UUM library service.

H2: There is a significant effect of reliability aspect of library on student

satisfaction toward UUM library service.

H3: There is a significant effect of responsiveness aspect on student satisfaction

toward UUM library service.

H4: There is a significant effect of assurance aspect of library on student

satisfaction toward UUM library service.

H5: There is a significant effect of empathy aspect of library on student

satisfaction toward UUM library service.

As depicted on Table 4.4, the F-statistics (12.160) is large and the corresponding p-

value is highly significant (p = 0.001, p < 0.05). This indicates that the slope of the

estimated linear regression model line is not equal to zero confirming that there is

linear relationship between satisfaction and service quality. The R-squared of 0.319

implies that the five predictor variables explain about 31.9% of the variance/variation

in the satisfaction. This is quite a good and respectable result.

From five dimensions of service quality, only tangible (b = 0.318, p < 0.05),

reliability (b = 0.257, p < 0.05) and responsiveness (b = 0.299, p < 0.05) are found to

be positively significant with satisfaction, while, assurance (b = 0.146, p > 0.05) and

empathy (b = 0.157, p > 0.05) are not. Thus, H1, H2 and H3 were accepted.

Meanwhile, H4 and H5 wererejected.

Table 4.4

Result of Regression Service Quality with Satisfaction

Standardized
T Sig.
Beta
Constant 8.300 0.000

Tangibles 0.318 2.082 0.009

Reliability 0.257 2.986 0.040
Responsiveness 0.299 2.566 0.011
Assurance 0.146 1.825 0.063
Empathy 0.157 1.986 0.053

R Square 0.319
Adjusted R Square 0.298

4.4.2Independent Sample T - Test

Independent Sample T - Test was performed to test the following hypothesis:

H6: There is a significant mean difference of satisfaction level of library

service quality between male and female students.

Based on Table 4.5, the result shows no significant difference of Satisfaction level

between male and female students (p=0.249 > ). The result indicates that no

significant different of stress between male and female workers.

Table 4.5

T-test

Gender N Mean Std. Deviation Std. Error Mean

Male 14 2.6071 .94418 .25234
Female 84 2.9048 .87975 .09599

Sig. (2- Mean

Satisfaction Sig. t df
tailed) Difference
Equal variances
.742 -1.160 96 .249 -.29762
assume
Equal variances
-1.102 16.979 .286 -.29762
not assumed

4.3.4One-Way ANOVA

One-Way ANOVA was performed to test the following hypothesis:

H7: There is a significant mean difference of satisfaction level of library

service quality among races.

Based on Table 4.6, the result shows no significant difference of satisfactionlevel

among races(p=0.598 > ).Thus, H7 was not supported.

Table 4.6

One-Way ANOVA

Satisfaction
Sum of Squares df Mean Square F Sig.
Between Groups 4.447 7 .635 .789 .598
Within Groups 72.443 90 .805
Total 76.890 97
4.5 Summary of hypotheses results

As depicted in Table 4.7, out of seven hypotheses in this study, three of them were

supported.

Table 4.7

Summary of hypotheses result

Hypothesis Relationship / Difference Results

H1 IV1 DV Supported
H2 IV2 DV Supported
H3 IV3 DV Supported
H4 IV4 DV Not supported
H5 IV5 DV Not supported
H6 DV differs between male and female Not supported
H7 DV differs among races Not supported
 CHAPTER 5

DISCUSSIONS, CONCLUSIONS AND SUGGESTIONS

5.1 Discussions

Revisited each of your research objectives. Discuss the result according to each RO.

5.1.1 RO1: Tangible aspects and satisfaction

Based on results from correlation analysis (refer Table 4.3), the result shows a

significant and positive relationship between IV1 and DV (p=0.001 < ). The result

indicates that the elements of IV play an important role in determining the level of

DV. This finding is consistent / contradicts with previous studies (e.g., Hanson, 2013,

Md Noor & Rizuan, 1999; Aimi et al., 2014).

5.1.2 RO2:

5.1.2 RO3:

5.1.2 RO4:

5.1.2 RO5:

5.1.2 RO6:

5.1.2 RO7:

5.2 Conclusions

Summarize your findings.

5.3 Suggestions for Future Avenue

Suggestions for problem solution / future research

References

Abdul Adis, A., & Md. Sidin, S. (2010). Export performance on the Malaysian

wooden furniture industry: An empirical study. Journal of International Food

and Agribusiness Marketing, 22(1&2), 52-69.

Abdul Latif, M. (2008). Halal Industry and International Market. Paper presented at

the CCMB Seminar on Halal Awareness, 16 September 2008, MATRADE,

Kuala Lumpur. Retrieved from http://www.hdcglobal.com/upload-web/cms-

editor-files/06a9234b-5937-4e73-8cef-ff3fe2a2ac96/file/32.pdf

Abdullah, A. N. (2006). Perception and awareness among food manufacturers and

marketers on Halal food in the Klang Valley. (Master's Thesis, Universiti Putra

Malaysia, Serdang). Retrieved from http://psasir.upm.edu.my/131/

Churchill, G. A. (1995). Marketing Research: Methodological Foundations (6th ed.).

Fort Worth: Dryden Press.

Appendix