Perceived Service Quality (SQ) and Customer Satisfaction (CS): Students’ Perceptions of Kenyan Private Universities

Mang’unyi, Eric E.; Govender, Krishna

doi:10.5901/mjss.2014.v5n23p2739

Cited by 6 publications

(7 citation statements)

References 19 publications

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“…As as result of the literature review, it is seen that the number of studies using HEdPERF scale is increasing day by day (Ali, Shariff, Said & Mat, 2018;Ali et al, 2016;Ada, Baysal & Erkan, 2017;Banahene, Kraa & Kasu, 2018;Damaris, Surip & Setyadi, 2019;Deveci & Aymankuy, 2017;Firdaus, 2006;Firdaus, 2019;Khalid, Ali & Makhbul, 2019;Lazibat et al, 2014;Mang'unyi & Govender, 2014;Mekic & Mekic, 2016;Muhammad, Kakakhel, Baloch & Ali, (TKA, 2010: 5-73;TKA, 2013: 19-89). This study is intended to identify how tourism students at these three aforementioned universities view the service quality of institutions of higher education.…”

Section: Methodsmentioning

confidence: 99%

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Deveci¹

2019

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The service quality levels of the three higher education institutions in the TR21 Thrace region were found to be slightly above the middle level (x̄3.41). Carried out to identify the link between the sub-dimensions of the higher education service quality scale, the correlation analysis revealed a strong positive relationship. Initially, a Exploratory Factor Analysis (EFA) was performed to establish construct validity of the higher education service quality scale, followed by a Confirmatory Factor Analysis (CFA). As a result of the analysis, it was found that the 6 dimension structure at the scale was verified. It was determined that the obtained compliance values were within the accepted values in the literature. HEdPERF

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Section: Methodsmentioning

confidence: 99%

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Deveci¹

2019

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“…Many organisations are making a good effort to achieve quality products and services that will meet customers' expectations. Service institutions are always searching for best approaches to manage resources and production systems that will ensure the transformation of inputs into quality output (Mang'unyi & Govender, 2014). Managers in the service sector are compelled to ensure that their services are customer-focused and that continuous improvement in their performance is being guaranteed.…”

Section: Introductionmentioning

confidence: 99%

Service Quality Gap Analysis: Evidence from External Customers of University of Cape Coast

Justice Kwarteng,

Anane,

Kofi Gyimah

et al. 2019

JEM

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The purpose of the study was to assess the outcome criteria of total quality management implementation in a University. It also aimed at timely identification of gaps in service quality to inform management of innovative ways of closing the gaps with the given scarce resources. The paper opted for explanatory research to addresses the outcome expected from the TQM implementation in the University institution. In all, 361 questionnaires out of the 434 administered were completed and usable. The 5 service quality dimensions with total of 26 items were measured on a Likert-scale of 1 to 5, while descriptive statistics were employed in the data analysis procedures. The results showed the existence of service quality gaps in all the quality dimensions. In general, students ’ expectations were more on human and non-human aspects of service delivery prior to admission, while the employer’s expectations were more on service products and social responsibility. Generally, the magnitudes of effect on the service quality dimensions were found to be above medium. The research was limited to three selected external customers in one University Institution; therefore, the results may need further research for generalization. Institutional management should pay attention to existing service gaps, listen to the voices of institutional customers and factor their feedback into the decision-making processes. This paper identifies the strengths and weaknesses pertaining to the institution’s service delivery and suggests how institutional resources could be better allocated to address the gaps.

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“…There is a need to be consistent, even though it is difficult, since what a firm anticipates to provide may not be similar to the client's perception (Mang'unyi, 2016). Although consistency is hard to achieve, service companies can implement two tactics to overcome heterogeneity and attain consistency in the delivery of services; they are customisation and industrialisation (Van Ree, 2010).…”

Section: Heterogeneitymentioning

confidence: 99%

“…According to Mang'unyi (2016), the feature of the inseparability of services means that services are consumed immediately, when they are produced, at any given point in time. Hence, services are manufactured and expended at the same time.…”

Section: Inseparabilitymentioning

confidence: 99%

“…Most companies believe that service quality improves competitiveness through differentiation. Mang'unyi (2016) postulates that the only way a firm can be distinct from other firms is to provide quality services. Providing quality services is a key factor in differentiating features to beat rivals in the market (Foster, 2010).…”

Section: Significance Of Service Qualitymentioning

confidence: 99%

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Understanding the influence of organisational culture on service quality in private hospitals in Ghana.

Nicholas

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The idea that organisational culture influences service quality, which in turn has effect on both clients and employees, has gained extensive recognition in both academia and organisational practices. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. The present study also utilised employee engagement as mediating variable. Organisational culture, service quality and employee engagement all remain a major issue in Ghana, both in private and government institutions. Hence, creating a culture that is favourable to providing quality services and encouraging employee engagement is significant for ideal organisational results. The study adopted a mixed method approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach and 15 participants selected using a purposive sampling method from selected private hospitals located in Accra-Ghana. The researcher collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using Factor Analysis and Cronbach’s Coefficient Alpha respectively. The quantitative data was evaluated using both descriptive and inferential statistics and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, mission), service quality (reliability, assurance, tangibles, empathy, responsiveness) as well as employment engagement (vigour, absorption, dedication). This study specifies that there is no significant relationship between organisational culture and service quality. Additionally, this study indicates that there is no significant between relationship between employee engagement and service quality. This study examined the inter-connections of the variables and their effect on the biographic profiles. Additionally, the study states that there is a significant relationship between organisational culture and employee engagement. Furthermore, organisational culture and employee engagement significantly account for 26.1% of the variance service quality.

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Perceived Service Quality (SQ) and Customer Satisfaction (CS): Students’ Perceptions of Kenyan Private Universities

Abstract: This paper illustrates the relationship between service quality (SQ) and customer satisfaction (CS

Cited by 6 publications

References 19 publications

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Service Quality Gap Analysis: Evidence from External Customers of University of Cape Coast

Understanding the influence of organisational culture on service quality in private hospitals in Ghana.

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