Zones of Tolerance for Higher Education Services: A Diagnostic Model of Service Quality towards Student Services

被引：0

作者：

Nadiri, Halil ^{[1
]}

Hussain, Kashif ^{[2
]}

Kandampully, Jay ^{[3
]}

机构：

[1] Eastern Mediterranean Univ, Dept Business Adm, N Cyprus, Turkey

[2] Taylors Univ, Grad Sch Hospitality & Tourism, Subang Jayaselangor Daru 47500, Malaysia

[3] Ohio State Univ, Dept Consumer Sci, Columbus, OH 43210 USA

来源：

EGITIM VE BILIM-EDUCATION AND SCIENCE | 2011年 / 36卷 / 159期

关键词：

Higher education; Service quality; Student satisfaction; Zone of tolerance;

D O I：

暂无

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

The present study describes the zone of tolerance for students' service expectations and determines the student satisfaction level for higher education institutes. It attempts to diagnose the service quality level of administrative units, such as services provided by the registrar, library, faculty/school offices, rector's office, dormitories, sports and health centre in a university setting. A conceptual model HEDZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations-'desired' and 'adequate'-and that students use these two types of expectations as a comparison standard in evaluating higher education services. The findings reveal that students have a narrow zone of tolerance with regards to the services provided by higher education.

引用

页码：112 / 126

页数：15

共 51 条

[1]

Aaker D., 1995, Marketing Research", V9a edicao

[2] Measuring service quality in higher education: three instruments compared [J].