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Total Service Quality Measurement in Technical Education System - A Case Study of Deemed University

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Executive Summary

The purpose of this paper was to investigate expectations of students' perceptions of service quality and students' satisfaction, using both qualitative and quantitative research methods. The service quality model (SERVQUAL) was used in a higher education setting in XYZ University by determining the difference in opinion existed in students' expectations versus their actual experiences. The study examined the relationships within four schools of XYZ University. The researcher tested the relationships between gap score, overall service quality and overall satisfaction. Six in - depth interviews were undertaken and 126 students were surveyed online as part of this research. Expectations of students were related to six factors, such as, physical evidence, contact personnel, reputation, facility/entertainment offer, curriculum and special services.a

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