THE IMPACT OF TIME ON THE PERCEPTION OF EDUCATION SERVICE QUALITY

被引：1

作者：

Rubinsztejn, Gustavo ^{[1
]}

Palacios, Miguel ^{[2
]}

机构：

[1] Univ ORT Uruguay, Mkt, Montevideo, Uruguay

[2] UPM, Adm Empresas Creac Empresas & Mkt, ETSII, Madrid, Spain

来源：

REVISTA IBEROAMERICANA DE EDUCACION | 2010年 / 54卷

关键词：

service quality; longitudinal study; higher education;

D O I：

10.35362/rie540548

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

Usually, organizations use static indicators to assess their customers' perception of service quality. With the purpose of identifying which aspects can be modified in order to improve the perception of service quality, they determine which parts of the service have more impact on the before mentioned perception. This paper proves that the weight of the factors that determine the assessment changes with time, as the relationship with the service provider becomes stronger. In other words, service quality is a dynamic phenomenon. Contrary to current beliefs, it is not a static phenomenon, and that entails great issues concerning educative services.

引用

页码：189 / 202

页数：14

共 50 条

[31] CUSTOMER PERCEPTION OF SERVICE QUALITY IN PUBLIC TRANSPORT
Grujicic, Dragana
Ivanovic, Ivan
Jovic, Jadranka
Doric, Vladimir
[J]. TRANSPORT, 2014, 29 (03) : 285 - 295
[32] Modelling user perception of taxi service quality
Alonso, Borja
Barreda, Rosa
dell'Olio, Luigi
Ibeas, Angel
[J]. TRANSPORT POLICY, 2018, 63 : 157 - 164
[33] Explaining the mediating role of service quality between quality management enablers and students' satisfaction in higher education institutes: the perception of managers
Sadeh, Ehsan
Garkaz, Mansour
[J]. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, 2015, 26 (11-12) : 1335 - 1356
[34] Projecting service quality: The effects of social media reviews on service perception
Ha, Erin Younhee
Lee, Heejung
[J]. INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2018, 69 : 132 - 141
[35] The Literature Reviews About Higher Education Service Quality in Overseas
Hong, Cai-zhen
[J]. 2ND INTERNATIONAL CONFERENCE ON EDUCATION, MANAGEMENT AND SYSTEMS ENGINEERING (EMSE 2017), 2017, : 139 - 142
[36] COMPETITIVENESS IN HIGHER EDUCATION: A NEED FOR MARKETING ORIENTATION AND SERVICE QUALITY
Stimac, Helena
Simic, Mirna Leko
[J]. ECONOMICS & SOCIOLOGY, 2012, 5 (02) : 23 - 34
[37] Perception of Quality in Higher Education Institutions: A Logical View from the Literature
Oluwafemi, Ifetayo
Laseinde, Timothy
[J]. HUMAN SYSTEMS ENGINEERING AND DESIGN II, 2020, 1026 : 1075 - 1083
[38] FEMALE STUDENTS' PERCEPTION OF SERVICE QUALITY IN A GENDER-SEGREGATED COLLEGE ENVIRONMENT
Kassim, Norizan M.
Bogari, Naima
Zain, Mohamed
[J]. SOCIAL BEHAVIOR AND PERSONALITY, 2015, 43 (06): : 921 - 930
[39] DETERMINANTS OF SERVICE QUALITY IN HIGHER EDUCATION
Jelena, Legcevic
[J]. INTERDISCIPLINARY MANAGEMENT RESEARCH VI, 2010, 6 : 631 - 647
[40] The Influence of Service Quality and Perception of Large Financing Margin on Financing Aplication Decisions and their Impact on Customer Satisfaction
Rizan, Mohamad
Mukhtar, Saparuddin
Nurani, Vironica
Astuti, Rifelly Dewi
Wibowo, Agus
[J]. EDUCATION EXCELLENCE AND INNOVATION MANAGEMENT THROUGH VISION 2020, 2019, : 2446 - 2457

← 1 2 3 4 5 →