An Examination of Students’ Perceptions of Service Quality Dimensions in Higher Education

Karataş, Hakan; Alcı, Bülent; Balyer, Aydın; Bademcioglu, Mehtap

doi:10.1080/09720073.2016.11892030

Cited by 5 publications

(5 citation statements)

References 17 publications

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“…The relationship between education quality and students' satisfaction were related to functional quality, technical quality and college's image (Omran, 2016). Non-academic and academic aspect, reputation and program qualities affected students' perceptions of Yildiz Technical University (Karatas et al, 2016). Service quality can be categorized into two types: educations' dimensions and training dimensions, higher institutions place emphasize on educations' dimensions more than training dimensions (Hristova, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Viraiyan et al (2016) said that administrative, physical environment, education and support facilities affected service quality of higher education institutions in Mauritius. Karatas et al (2016) stated that academic and non-academic aspect, reputation and program qualities affected students' perceptions of Yildiz Technical University. Al-Dulaimi (2017) indicated that academic, non-academic, educational services, reputation, access, programs issue, design, delivery and assessment and group size affected higher education quality provided by Romanian and Iraqi universities.…”

Section: Linear Between Variablesmentioning

confidence: 99%

“…In such a high competitive environment in the QAE 27,3 320 international education business, it is essential for institutions to develop a good understanding of what influences students' satisfaction (Songsathaphorn et al, 2014). Evidently, students' expectation of high-quality education and services at a reasonable cost (Liu, 2013) forces educational institutions to consider students' requirements and demands in their strategy and programs (Alhudaithy, 2014;Nell and Cant, 2014), and must regularly gauge their students' perceptions about their service quality (Karatas et al, 2016). Appropriately, it is believed that applying service quality strategies and programs would lead to gain competitive advantage (Ezeokoli and Ayodele, 2014), to increase the number of new students (Songsathaphorn et al, 2014) and to boost students' satisfaction (Duzevic et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

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Effect of service quality on graduates’ satisfaction

Sharabati

Al-Hileh

Abusaimeh

2019

QAE

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Purpose The purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates. Design/methodology/approach This research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis. Findings The results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction. Research limitations/implications To generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies. Practical implications Service quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities. Social implications Considering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs. Originality/value Most of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Linear Between Variablesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Effect of service quality on graduates’ satisfaction

Sharabati

Al-Hileh

Abusaimeh

2019

QAE

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“…Shi et al (2014) found that women regarded service quality as a more important factor than men. Moreover, the findings of the study by Karatas et al (2016) revealed that men considered physical facilities were more important while women considered access dimension was more important in quality service offered by higher education.…”

Section: Introductionmentioning

confidence: 95%

A look at university student service quality and satisfaction

Htang¹

2021

QAE

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Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

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“…Based on the basic law of students' cognitive activities, and combining the characteristics of ideological and political teaching, the author constructs a research-based teaching model of ideological and political courses based on network (Karatas, Alci, Balyer & Bademcioglu, 2016).…”

Section: Teaching Mode Designmentioning

confidence: 99%

Research-based Teaching Model of Ideological and Political Course Under Computer Network Environment

2018

EDUC SCI-THEOR PRACT

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Ideological and political course is the main carrier of ideological and political education for students. This paper firstly introduces the theoretical basis and practical basis of the research-based (guidance-inquiry-based) teaching model, and then analyses the new opportunities and challenges for the ideological and political education at the Internet era. Finally, it elaborates the application of guidance-inquiry-based teaching model in the ideological and political education of colleges and universities at the Internet age.

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An Examination of Students’ Perceptions of Service Quality Dimensions in Higher Education

Cited by 5 publications

References 17 publications

Effect of service quality on graduates’ satisfaction

Effect of service quality on graduates’ satisfaction

A look at university student service quality and satisfaction

Research-based Teaching Model of Ideological and Political Course Under Computer Network Environment

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