Journal ArticleDOI
Specific remedy for specific problem: measuring service quality in South African higher education
TLDR
In this paper, a scale for the measurement of service quality in higher education in South Africa was developed and the relationship between the measures of quality and some other related variables such as intention to leave the university, trust in management of the university and overall satisfaction with the university was examined.Abstract:
This study commences a process of developing a scale for the measurement of service quality in higher education in South Africa and also examines the relationship between the measures of service quality on the one hand and some other related variables such as intention to leave the university, trust in management of the university and the overall satisfaction with the university. Using structured questionnaires, survey data was collected from students (n = 391) in two South African universities. Findings indicate that the 52-item measure of service quality in higher education is a multidimensional construct loading on 13 factors with a high reliability coefficient (0.93) and some construct validity. Significant relationships were also found between service quality in HE and other study variables—intention to leave university, trust in management of the university and overall satisfaction with the university. Some further research directions were suggested and policy implications of findings discussed.read more
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A framework for analysing higher education performance: : students' satisfaction, perceived learning outcomes, and dropout intentions.
TL;DR: In this article, a conceptual framework for analyzing students' satisfaction, perceived learning outcomes, and dropout intentions is presented, which allows for a better understanding of how students assess the university experience and how these perceptions affect future intentions.
Journal ArticleDOI
Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual
TL;DR: In this article, the authors proposed a structural model for measuring the perceived service quality of students in higher education institutions by examining the theoretical and empirical evidences on the relationships between students' perceived SPSQ, students' satisfaction (SSt), students' loyalty (SL), and students' motivation (SM).
Journal ArticleDOI
Predicting students' satisfaction through service quality in higher education
TL;DR: In this paper, the authors investigated predictors of students' satisfaction with their university by examining some of the criteria used by students to identify significant gaps between perceived importance of service quality and actual experience with actual experience being lower.
Journal ArticleDOI
The influence of service quality, university image on student satisfaction and student loyalty
TL;DR: In this paper, the authors employed a set of survey instrument adapted from previous studies to determine the influence of service quality and university image on student satisfaction and student loyalty, and the results of the data analysis has confirmed the existence of a positive and significant influence of Service Quality on student Satisfaction and University Image on student Loyalty.
Journal ArticleDOI
Understanding social responsibility’s influence on service quality and student satisfaction in higher education
TL;DR: In this paper, the authors identify the factors defining students' perceptions of university social responsibility (USR) and analyse its impact on their satisfaction and service quality, finding that from the students' perspective, USR contributes most directly to quality education through USR's cognitive impacts, that is, those associated with research.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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TL;DR: In this paper, the six stages of the research process provide a solid framework to ensure the development of students' conceptual and practical understanding of marketing research, which may be used for both upper-division undergraduate and graduate level courses.
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Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality:
TL;DR: In this article, the authors respond to concerns raised by Parasuraman, Zeithaml, and Berry about the relative efficacy of performance-based and perceptions-minus-expectations measures of service quality.
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Research Methods and Statistics in Psychology
TL;DR: In this article, the authors present a survey of qualitative approaches in psychology, including measuring people, measuring variables, measuring samples, and qualitative analysis of qualitative data, and ANOVA for repeated measures designs.