Service Quality in a Research University: A Post-Graduate Perspective

Rajab, Azizah; Panatik, Siti Aishah; Rahman, Abdul; Rahman, Hamidah Abdul; Shaari, Roziana; Saat, Maisarah Mohamed

doi:10.1016/j.sbspro.2011.11.431

Cited by 12 publications

(16 citation statements)

References 13 publications

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“…Therefore interaction and satisfaction measurements are the means for receiving feedback from the service users and to find deficiencies but also to take action and to meet the current and forthcoming educational needs of students. Furthermore, educational services of high quality lead to quality graduates and this indirectly gives a positive impact on HEIs (Rajab et al, 2011).…”

Section: Discussionmentioning

confidence: 99%

“…Binsardi and Ekwulugo, (2003) and Cubillo et al, (2006) have also argued that employability prospects are an important factor in personal motivation for a candidate when selecting to attend a course. While approaching education as a service, the fulfillment of individual's needs and expectations constitutes a core element leading to course satisfaction (Marra, 1989, Rajab et al, 2011.…”

Section: Discussionmentioning

confidence: 99%

“…Arambewela, Hall, and Zuhair (2006) surveyed WoMC of multi-origin students regarding studies experience satisfaction, while Mazzarola et al (2001) in his study describes it as an important non-formal channel of advertisement and promotion of available services. Additionally, when referring to an international level, graduates who have studied in institutions abroad can operate as ambassadors to their homelands attracting future students through their WoMC (Rajab et al, 2011).…”

Section: Word Of Mouth Communication and The Higher Education Sectormentioning

confidence: 99%

“…(Parasuraman, Berry, andZeithaml, 1988, Cronin &Taylor, 1992). Furthermore, detecting any dissatisfaction in the provision of an educational service can be of equal importance: it can help managers to formulate and implement actions for the maintenance and the improvement of its quality (Rajab et al, 2011). Harvis and Voyer (2000) have highlighted that satisfaction is a major key to service users' retention and formulation of a positive WoMC when referring to services including education.…”

Section: Word Of Mouth Communication and The Higher Education Sectormentioning

confidence: 99%

See 3 more Smart Citations

Listening to and Learning from Graduates‘ Perceptions: Implications for Change?

Kotsifos¹,

Alegakis²,

Philalithis³

2013

IES

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The impact of Word of Mouth Communication (WoMC) in attracting new candidates, and thus contributing to the sustainability of Higher Education Institutions, is highlighted in the literature along with its importance as an indicator for quality improvements in course provision. In the present study graduates were questioned concerning their intention to recommend Master courses depending on satisfaction, and tracking any specific characteristics or attitudes which formulate positive or negative WoMC after graduation. A total of 162 Master graduates in Health Management, academic years of admission 2003-2007, completed satisfaction questionnaires which were developed by the authors. WoMC was recorded through the relevant questions in the same questionnaire. Demographic, vocational, educational variables and a satisfaction score based on questionnaire, were tested, in order to measure the effect on strengthening WoMC, using simple and multiple logistic regression. Graduates, who showed high overall satisfaction level of the Master Program they had attended, adopted positive WoMC recommending it to interested parties (OR: 1.11, 95% CI: 1.05-1.17). In contrast, negative WoMC was adopted by those who were unemployed or who have been looking for work when surveyed, (OR: 0.12, 95% CI: 0.02-0.63). It is the first time that Health Management Master graduates of Greek public institutions have been surveyed concerning the effect of satisfaction along with individual characteristics (like sex, age, marital status, first obtained degree, employment status, work consistency with degree) on their intention to recommend the Master courses in question to others. The improvement of career prospects leading to positive WoMC can both attract new students enhancing sustainability of Master courses and also offer stakeholders among others a valuable indicator concerning improvements regarding educational quality.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Word Of Mouth Communication and The Higher Education Sectormentioning

confidence: 99%

Section: Word Of Mouth Communication and The Higher Education Sectormentioning

confidence: 99%

See 2 more Smart Citations

Listening to and Learning from Graduates‘ Perceptions: Implications for Change?

Kotsifos¹,

Alegakis²,

Philalithis³

2013

IES

View full text Add to dashboard Cite

show abstract

“…Service quality in a Research university: A post _Graduate perspective (Rajab et al, 2011) Education 2011 Evaluating the satisfaction of English language learners at UTM university after graduation and performance quality in students at the end of learning period. Creating the necessary strategies in order to improve the quality before and after the graduation of English language learners.…”

Section: Ecommerce 2010mentioning

confidence: 99%

Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation

Zareinejad¹,

Kaviani²,

Esfahani³

et al. 2014

10.5267/j.dsl

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In today's climate of fierce competition, there is a necessity to pay especial attention on customer demands either in manufacturing or service sector. Managers in service sector are under pressure in terms of environmental factors, they focus on customers' satisfaction and this has led to the continuous improvement in the performance of service organizations. Meanwhile, customers' expectations should be properly understood and measured. There have been various efforts to measure the quality of services using the SERVQUAL model. In this study, we try to investigate the concepts and factors influencing the quality of services according to modified SERVQUAL model and then utilize the proposed model of Grey Analytic Hierarchy Process (G-AHP) and Multilevel Grey Evaluation in order to evaluate the quality of services in the framework of Grey Systems Theory (GST). In order to propose our method, we will conduct a case study of the performance of service quality in higher education institutions of Isfahan-Iran.

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Performance Evaluation of Service Quality in Higher Education Institutions Using Modified Servqual Approach with Grey Analytic Hierarchy Process (Gahp) and Multilevel Grey Evaluation

Zareinejad

2014

IJIE

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Service Quality in a Research University: A Post-Graduate Perspective

Cited by 12 publications

References 13 publications

Listening to and Learning from Graduates‘ Perceptions: Implications for Change?

Listening to and Learning from Graduates‘ Perceptions: Implications for Change?

Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation

Performance Evaluation of Service Quality in Higher Education Institutions Using Modified Servqual Approach with Grey Analytic Hierarchy Process (Gahp) and Multilevel Grey Evaluation

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