Students' perceptions of service quality in higher education

被引：86
|
作者：
Nadiri, Halil [1 ]
Kandampully, Jay [3 ]
Hussain, Kashif [2 ]
机构：
[1] Eastern Mediterranean Univ, Dept Business Adm, Gazimagusa, North Cyprus, Turkey
[2] Near East Univ, Inst Sci Educ, Lefkosa, North Cyprus, Turkey
[3] Ohio State Univ, Dept Consumer Sci, Columbus, OH 43210 USA
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2009年 / 20卷 / 05期
关键词：
perceived service quality; student satisfaction; higher education; MODEL;
D O I：
10.1080/14783360902863713
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
This study aims to diagnose the applicability of the perceived service quality measurement scale to students; and to diagnose the student satisfaction level in higher education. It attempts to diagnose the perceived service quality of administrative units such as services provided by the registrar, library, faculty/school offices, rector office, dormitories, sports and health centre. Descriptive and causal analysis is employed. Reliability and dimensionality of the scale is tested. Results indicate that the nature of perceived service quality measurement instrument is found to be two-dimensional: tangibles and intangibles for higher education services. The results and implications are discussed in detail.
引用
收藏
页码：523 / 535
页数：13
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